Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees Royal Caribbean Group is pleased to offer a competitive compensation and benefits package and excellent career development opportunities each offering unique ways to explore the world

The Royal Caribbean Group’s Celebrity brand has an exciting career opportunity for a full AgentCO Groups CCI reporting to the Sales team

This position will be working onsite from Wichita

Position Summary:

Responsible for handling high volume Celebrity Cruises group sales and service calls from direct consumers Proactively probes for needs and closes new sales opportunities and service existing direct group business Discusses and gains agreement on polices and procedures with customers and handles all routine and out of the ordinary direct group requests and situations Handles all aspects of direct group reservations from creation to after sailing follow-up

Essential Duties and Responsibilities:

Handles inbound and outbound calls emails
• faxes and mail from direct consumers interested in group travel or already reserved group travel
Responsible for processing a high volume of basic routine transactions for all direct groups including allocating and maintaining stateroom inventory air gateways pre and post hotel packages and dining assignments entering manifests and applying paymentsClearly communicates group benefits including Group Amenity Plus points program and tour conductor program to consumersAnswers general and specific questions regarding their groups product offerings
• and policies
Proactively manages all aspects of inventory (stateroom air hotels transfers etc) and collection of payments
• Responsible for proactively managing the relationship with direct consumers for groups under coordination by clearly explaining what is expected from the guest and what they can expect from Celebrity Cruises
• Responsible for overseeing all aspects of group from date of initial booking to sailing termination
Responsible for processing amenity requests and dining assignments and handling all non-routine and out of the ordinary requests and situationsOversees all aspects of group and FIT coordination for the most unique and complex products such as CruisetoursInvestigates guest complaints on bookings product service billing air credit or pre/post vacation experiencesExamines booking history accounting information related documents and correspondence and converses or corresponds with customer and other company personnel such as Air/Sea Groups Reservations Accounting Revenue Management Documentation sales etc to obtain facts regarding guest complaintExamines pertinent information to determine accuracy of customer complaint and to determine findings adjustments and recommendations such as credit for future cruise refund of money credit of customers account or adjustment of customer's bill cabin upgrade
• restoration of booking etc
Appropriately handles buy-in group phone calls and actively collects all individuals within a group contact information such as mailing address phone number email address
• etc
Recommends to management improvements in product booking and documentation methods revenue management procedures
• service and accounting procedures etc
Finds options and alternatives and communications limitations in a positive manner
• Records accurate transaction histories and prepares customer correspondence directed to guests
Prepares workflow documents directed to accounting for the purpose of researching and amending financial transactionsPerforms 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 positionEmployees will be required to perform any other job-related duties assigned by their supervisor or management

Qualifications Knowledge and Skills:

• or three to five years of experience and/or training; or an equivalent combination of education and experience required
One year of experience in high volume call center or sales/customer service work environment preferred Experience with AS400 or similar reservations system required Microsoft Word
• Excel and Lotus Notes experience preferred
• Knowledge and Skills:
LANGUAGE: Ability to write reports
• memos and business correspondence
Ability to read and comprehend complicated instructions short correspondence
• memos and procedure manuals
Ability to effectively present information in one-on-one and small group situations to customers clients
• and other employees of the organization
INTERPERSONAL: Ability to work interact
• and communicate with external/internal customers at all levels
• Ability to build and maintain successful business relationships with the most valued direct consumers as well as co-workers in order to successfully close business and service customers' needs
MATHMATICAL: Ability to add subtract multiply and divide in all units of measure using whole numbers common fractions and decimals Ability to calculate figures and amounts such as discounts commissions
• and percentages
• Ability to understand and explain a complex group accounting
REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written oral or diagram form Ability to deal with problems involving several concrete variables in standardized situations Ability to understand and communication government regulations DECISION MAKING: Ability to make decisions in situations where multiple variables and tight deadlines exist assess complex situations and make mutually beneficial decisions where limited standardization exists
• and assess the most complex and non-routine situations
SYSTEMS: Knowledge of AS400 or similar reservations system required
• Microsoft Word and Lotus Notes experience preferred
CERTIFICATES LICENSES
• REGISTRATIONS: None required
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this job the employee is regularly required to sit; use hands to finger handle or feel; and talk or 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 ability to adjust focus
WORK ENVIRONMENT: The work environment characteristics described her are representative of those an employee encounters while performing the essential functions of this job Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions The noise level in the work environment is usually moderate

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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