Agent, RCI AU Outbound Direct Sales

POSITION SUMMARY:

This role is part of a direct consumer outreach sales organization, where the Outbound Sales Agent is responsible for supporting potential new and existing customers to create the holiday experience that they are seeking with our brand. The sales agent is responsible for utilizing sales techniques to finalize sales on one call. This position is also responsible for servicing the direct guests as well as, exceeding their expectations during each call. This position handles inbound and outbound calls, which includes managing a guest reservation up until the time the guest sails. The sales agent is responsible for managing a database of direct guests and attempting to contact up the targeted hot leads per day. The leads provided; all have shown recent interest in making a reservation with Royal Caribbean International. This is not a cold calling role as leads have expressed prior genuine interest. You must have forward-thinking with a strategic drive, dedicated to putting the customer’s needs first while meeting the business objective. The sales agent role manages guests buying habits and special interest, capturing this key information into the database for future sales call opportunities driven by the guest’s previous contacts, and set up marketing opportunities within the system and work assigned scheduled call appointment times. Sales agents will be held accountable for meeting weekly pax and booking count goals, conversion, attempts, and operational and customer service targets each month.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Effectively evaluate guest needs and identify products that best fit the guest’s needs, providing sales recommendations for our products on all sales calls and correctly creating accurate reservations

2. Servicing existing reservations according to guest requests and in accordance with existing business rules

3. Providing one call resolution on all calls.

4. Responsible for working with other departments to assist guest in securing accurate information and finalizing their reservation.

5. Applying customer service standards in all guest interactions as defined by the business rules.

6. Responsible for correctly capturing pertinent information and payments during all interactions with guests.

7. Responsible for maintaining brand standards when handling guest inquiries.

8. Responsible for ensuring guest inquiries are consistently handled in an efficient manner within set call handling times.

This job description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

KEY ACCOUNTABILITIES

Meeting weekly Pax, Booking, and Attempt Goals

Meeting daily Metric Goals

Displaying the Royal Way at each Interaction

Responsible for managing guest’s bookings and all pertinent information & payments

Reports to a Supervisor, part of sales team.

CORE COMPETENCIES

Ability to use sound judgement through the sales and booking process

Business Effectiveness

FINANCIAL RESPONSIBILITIES

Must meet or exceed weekly and monthly sales goals

Responsible for delivery of sales and lead attempt, bookings, pax, according to communicated goals.

INTERPERSONAL EFFECTIVENESS

Experienced in building relationships and discovering what motivates the guest to buy

Ability to relate and respond to the guest concerns and desires

Ability to bridge across the sales process by using key sales techniques

Ability to use clear and precise communication with the guests about all the details of their vacation

Ability to effectively use designated software to manage the database of guest information

PERSONAL EFFECTIVENESS

Ability to display the highest degree of personal integrity, takes responsibility for personal growth

Adherence to Schedule and the departments Objective and goals

Responsible for delivery of sales and lead attempt, bookings, pax, according to communicated goals.

QUALIFICATIONS:

Previous Sales Experience required

Prefer at least 2 years of contact center phone sales experience

Previous Outbound Sales experience required

Minimum 2 years College Degree preferred

KNOWLEDGE AND SKILLS:

· Expert on Consultative Selling and Outbound Sales process

· Must be a B2 level of English proficiency, which demonstrate excellent organizational and communication skills, both written and verbal.

· Must be able to work independently and work well with others across other departments.

· Must have the ability to multitask and manage multiple tools simultaneously.

· Minimum typing skills of 35 WPM with 90% Accuracy