Consultant, Customer Experience Service

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 Global Casino Services Team has an exciting career opportunity for a full time Specialist, Casino Resolutions.

Position Summary:

Casino Resolutions Specialists (CRS) will be responsible for receiving inbound phone calls, from internal and external customers, and chat communication from internal customers while providing support regarding brand and Casino Department procedures and guidelines. The CRS Agent will service reservations and answer questions regarding accounting, documentation, choice air, promotions, etc.  These issues are initiated from the Casino sales and service teams, other departments, or the Executive Office.  CRS representatives will receive calls from globally based Casino sales and service agents (SLS271) and will take over all Supervisor escalated calls from direct guests, Travel Partners, and 3rd party casino reps. They will provide resolution documenting all interactions appropriately into applicable system applications.  The ability to identify service failures, and thoroughly research guest issues, to draw valid conclusions is paramount in this position. The ability to take ownership of situations, demonstrate empathy, think logically and use independent judgment in determining when compensation is necessary are cornerstone skills. 

Essential Duties and Responsibilities:

• Manage escalated calls regarding Celebrity Casino, Blue Chip Club and brand issues at a supervisory level, supporting the front-line agents in delivering a more efficient and effective sales/service process.
• Resolve guest complaints on reservations, products, services, air arrangements, payments/refunds, or any pre-vacation experience.
• Handle pre-cruise accounting problems and interpret service history for Celebrity Casino and Blue Chip Club and/or front-line agents.
• Make decisions on special faring pricing down to zero dollars; approve/deny exceptions to company guidelines, review Casino specific payments, comps based on play (Reinvestment), upgrades, refunds, credits, etc. to ensure guest satisfaction is upheld while adhering to guidelines and approval processes in both the FIT and Groups environment.
• Ability to waive entirely and adjust cruise fare penalties in both FIT and Groups environment.
• Act as the primary contact between the CO department and cross-functional departments to identify and resolve service issues.
• Provide professional service via phone and written correspondence.
• Relationship management between Celebrity Casino and Blue Chip Club, the brand and VIP guests. Handling specially assigned guests on an ongoing basis and inbound calls from top tier members.
• Act as the key contact on sail date-specific issues, including canceled sailings, oversells, unique itinerary requirements, and various revenue-related requests.
• Maintain restricted inventory such as family and disabled staterooms.
• Make recommendations on recurring service failures.
• May be assigned special projects or situations requiring extensive research and resolution processes.
• Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Financial Responsibilities

CRS Agents must make sound financial decisions within the guidelines set forth by management in their execution of service recovery while maintaining profit margin goals set by Casino Marketing.

Qualifications:

Bachelor’s degree (BA) preferred or equivalent combination of education and experience in a call center or customer service role. 

Minimum 6 months of Casino call center experience required.

Knowledge and Skills:

• Strong Mathematical Skills, with the ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Having the ability to calculate figures and amounts such as discounts, and percentages are a must.

• Ability to actively and effectively listen to internal/external guest needs to ensure those needs are handled properly.
• Effective and professional written and verbal communication skills to diffuse irate and/or difficult callers.
• Strong analytical and problem-solving skills.
• Strong product knowledge and willingness to go above and beyond to ascertain information for both our internal and external guests.
• Strong computer navigation skills to assist guest with company website and knowledge desk, as well as be efficient with Microsoft Office applications.
• Expert level proficiency in the FIT and Groups based reservation systems, Siebel CRS, UCM, and Loyalty.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; talk and hear. The employee is occasionally required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes working onsite in an office setting in addition to a virtual office location, and /or moving inside/outside their workspace.

Virtual office environment means working remotely, from a consistent location that has a dedicated space free of distractions and noises. A combination of artificial and natural light is present in the work space. A high noise level is possible if visiting shipboard or offsite locations.

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.