Marketing & Communication
Travel Sales and Support Agent
Job ID: #
We’re looking for amazing Travel Sales and Support Agents to fill this role. You’ll be responsible for selling Princess North American products to Travel Advisors (and direct guests, when applicable) and providing service support for incoming calls from Travel Advisors (and direct guests, when applicable) as well as internal colleagues from various departments. The agent will drive sales and meet monthly individual Key Performance indicators (KPIs) for the Consumer Sales Department and consistently deliver on the commitment to drive customer satisfaction through excellent customer service. The person will work closely with Sales Coaches alongside a team of sales agents to support the overall department goals. This is an agile position expected to meet and reach to the changing needs of customers and the business. The Reservation Sales and Support Agent serves as a subject matter expert on products, policies and programs.
US - Remote
Here’s a summary of what Princess is looking for in its Travel Sales and Support Agent. Is this you?
Take inbound calls from Travel Agents (and direct guests, when applicable) interested in booking cruise vacation while using professional sales techniques on every call to make a reservation and enhance guest’s experience.
Navigates a fast-paced, high call volume Contact Center team environment while communicating with guests, Travel Advisors and internal employees with regards to cruise vacation reservations.
Evaluates callers’ needs and responds to questions and requests, while maintaining attention to detail and accuracy to provide excellent customer service to the caller.
Ability to use multiple systems and resources simultaneously to assist with creating and servicing bookings and answering questions.
Ability to consistently deliver on commitments to external and internal customers to drive customer satisfaction while meeting or exceeding all department performance metrics and goals. Achieve monthly Key Performance Indicators for Direct Sales department.
Check and respond to Team chats and e-mails, and relaying messages accurately and promptly as well as attending and actively participating in daily team meetings or relevant sales trainings to ensure appropriate sales techniques are being used and accurate information is being communicated to direct and TA customers.
Maintain high ethical standards and professionalism while multitasking and prioritizing as necessary to meet travel advisor and guests’ needs.
Provide back-up assistance to fellow team members in their absence.
Adhere to all required company initiatives, department-specific policies (including work schedule) and procedures during daily operations, such as information retention and mandatory training.
Ensure compliance with all legal and legislative regulations that pertain to the job, including company and department-specific policies.
Assist on special projects and other job-related functions as assigned by Coach or Manager.
Ability to speak with Travel Advisors in a professional business to business perspective as they are more knowledgeable than direct guests.
Additional duties as assigned by supervisor or manager.
Bachelor’s degree (B.A.) from four-year college or university or equivalent combination of education and experience preferred.
One (1) year experience in positions in the area of sales and customer service
Experience working in a high-volume call center is preferred
Experience in the travel and hospitality industry preferred.
Must have excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.
Must be able to work independently and be self-motivated since you will be working from home.
Proficiency in the use of computer business applications with working knowledge of computerized reservations systems with the ability to trouble shoot issues independently from home.
Organizational skills and the ability to handle multi-tasking and work under pressure to meet deadlines.
Self-motivated, coachable and a logical thinker.
Must be legally authorized to work in the United States. Holland America is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).
Please note that this position can be 100% fully remote, US Only(please note that Princess Cruise Lines is not setup to hire anyone in the following states: AL, AR, CT, DE, HI, IA, KY, LA, ME, MI, MT, MS, ND, NE, NH, OK, SD, VT, WV, WI, WY)
BONUS OPPORTUNITY: $250.00 bonus after first month and $250.00 bonus after second month upon successful completion of training. Once agents complete training and are taking calls they will receive a guaranteed $550.00 bonus or actual bonus based on their sales - whichever is higher (First month only) - less applicable US federal and state taxes.
What You Can Expect:
Cruise and Travel Privileges for You and Your Family
Employee Stock Purchase Plan
Training & Professional Development
Tuition & Professional Certification Reimbursement
Rewards & Incentives
Base Hourly Range: $17.00. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.
Hourly pay is $17.00 per hour plus sale-driven bonuses! All positions are full time and work schedules will include at least 1 weekend work day per week. Work shifts will be between the hours of 6AM to 7PM PST. Work schedules are subject to change based on department needs.
Our next class date is scheduled for September 25, 2023. Paid training will be conducted remotely and will last approx. 5 weeks. Training hours will be Monday - Fridayfrom 8:30am - 5:15pm PST. We ask that you commit to the first 90 days of employment without any time off needs.
If you are selected as a Travel Sales and Support Agent, Princess Cruise Lines will provide you with work equipment. In order for your residential internet to support our business model, your residential internet must meet the following requirements:
Must have high-speed, non-satellite, non-dial-up internet. Cable internet is preferred.
Must meet the required minimum download and upload speeds of 50 MPS down and 6 MPS up
Must not have a data cap
Must have computer hard-wired to the modem.
Our Culture… Stronger Together
Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.princess.com/aboutus/culture-framework/.
Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Americans with Disabilities Act (ADA)
Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact email@example.com