This position is part of a direct consumer outreach sales organization, where the sales agent is the first point of contact for guest calling into our contact center. Agent is responsible for utilizing sales techniques to finalize sales on one call. Position is also responsible for servicing the direct guests as well as, exceeding their expectations during each call. This position strictly handles inbound calls, including up until the time the guest sails. Agent will be accountable for strategic revenue, conversion, operational and customer service target month to month. 

 

Essential Duties and Responsibilities:

Effectively evaluate guest needs and identify products that best fit the guests needs; providing sales recommendations for our products on all Sales calls and correctly creating accurate reservations

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

Providing one call resolution on all calls

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

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

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

Responsible for maintaining brand standards when handling guest inquiries

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

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

Must meet or exceed weekly and monthly sales goals. Responsible for delivery of sales conversion rates according to communicated goals.

Qualifications:

Previous sales experience

Prefer at least 1 year of phone sales experience

 

Knowledge and Skills:

Ability to use sound judgment and qualifying questions to effectively maneuver through the sales booking process.

Apply effective sales technique to address all guest concerns and secure the sale on one call.

Must consistently demonstrate effectiveness in building relationships and discovering what motivates the guest to buy.

Ability to relate to guests, and respond to the guests concerns and desires.

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

Ability to use clear, professional and precise communication with the guests about all details of their vacation according to brand standards.

Ability to display the highest degree of personal integrity and take responsibility for personal and professional growth.

Must adhere to assigned schedule and all applicable CVP objectives and goals.

Computer knowledge and skills required.

 

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 ¿ 15 pounds. Visual requirement include distant, close and color vision, and 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. The environment includes work inside/outside the office.

 

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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.