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Agent, CO Outbound Sales

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s CO Outbound Sales Team has an exciting career opportunity for a full time Agent, CO Outbound Sales.

 

Key Responsibilities:

This role is part of a high-performing, direct-to-consumer sales organization, where the Outbound Sales Agent proactively engages potential and existing guests to drive revenue and build lasting relationships. As a key brand ambassador, the agent initiates outbound contact through various communication channels, including phone, email, and concierge-supported interactions, to create meaningful and personalized guest experiences. The Outbound Sales Agent leverages effective sales techniques and strong communication skills to convert leads into confirmed bookings, with a focus on achieving successful one-call closes whenever possible. The role requires a proactive, results-driven mindset, combined with a genuine commitment to delivering exceptional service. 

In addition to outbound calling, the agent manages follow-ups and inquiries through email and other communication platforms, ensuring a seamless and consistent guest experience. Collaboration with concierge and other support teams is essential to enhance service delivery, address guest needs, and maintain a high-touch, personalized approach. 

The agent takes ownership of the guest journey from initial outreach ensuring satisfaction, building loyalty, and exceeding expectations at every touchpoint. Success in this role is measured by the consistent achievement of monthly targets, including strategic revenue generation, conversion rates, operational performance, and customer satisfaction. 

 

Sales Performance & Guest Engagement 

  • Proactively engage with prospective and existing guests through outbound calls and follow-ups to drive sales and maximize conversion. 

  • Apply effective sales techniques to achieve one-call closes while delivering a personalized and engaging guest experience. 

  •  Maintain a strong focus on productivity, revenue generation, and consistently exceeding guest expectations during every interaction. 

 

Lead Management & Cross-Team Coordination 

  • Manage and prioritize assigned leads to ensure timely and effective outreach. 

  • Coordinate with leadership and other teams and relevant departments to support all guests including, VIP leads while delivering a seamless and elevated guest experience. 

  • Collaborate with internal partners to ensure lead quality, proper follow-up, and alignment across departments. 

 

Multi-Channel Communication 

  • Engage guests through multiple communication channels, including but not limited to phone, email, and other concierge-supported platforms, ensuring consistent and high-quality interactions. 

  • Handle email follow-ups, appointment setting, and ongoing guest communication to maintain engagement throughout the sales journey. 

 

Reporting & Administrative Responsibilities 

  • Utilize systems and tools (e.g., CRM platforms) to track sales activities, update guest records, and manage service requests. 

  • Monitor personal performance metrics, including conversion, revenue, and productivity targets. 

  • Ensure timely completion of administrative tasks and accurate documentation of guest interactions. 

 

Training & Continuous Improvement 

  • Stay up to date on product knowledge, promotions, and sales techniques to enhance performance. 

  • Participate in training sessions, team briefings, and engagement initiatives to continuously improve skills and knowledge. 

  • Support departmental campaigns and initiatives through effective communication and execution. 

 

 

Qualifications, Knowledge and Skills

  • Associate’s degree preferred, but not required.

  • Previous outbound or inbound sales experience is highly preferred, with at least 1 year of call center experience or equivalent. 

  • A strong sales background with proven sales acumen and a results-driven mindset is essential. Minimum of 6 months’ experience in a sales-focused environment required. 

  • Demonstrates excellent organizational, time management, and communication skills, both written and verbal, with the ability to confidently engage and influence guests. 

  • Highly productive and performance-driven, with the ability to efficiently manage high call volumes, meet daily activity targets, and consistently achieve or exceed sales and conversion goals. 

  • Proven ability to multitask in a fast-paced environment—balancing outbound calls, email follow-ups, lead management, and administrative tasks while maintaining high-quality guest interactions. 

  • Strong attention to detail with the ability to prioritize multiple leads, opportunities, and tasks simultaneously to maximize productivity and revenue generation. 

  • Capable of working independently with minimal supervision, while also collaborating effectively with cross-functional teams to support business objectives. 

  • Demonstrates sound judgment and decision-making skills, with the ability to apply company policies appropriately and offer tailored solutions to meet guest needs. 

  • Proficient in using systems and sales tools such as CRM platforms (e.g., Siebel), AS400/GUI, and Microsoft Office applications; ability to quickly adapt to new technologies. 

  • Strong presentation and communication skills, with the ability to clearly articulate product offerings and confidently close sales. 

  • Ability to manage deadlines, maintain accuracy under pressure, and sustain high levels of performance and engagement throughout the workday. 

 

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

 

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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