Position Summary:

　　Under the direction of a Reservations Supervisor, handles inbound sales and service telephone calls from Travel Partners and/or direct guests. This role requires them to provide assistance to our customers shopping for pricing and availability as well as those servicing existing reservations. The Reservations Agent is expected to respond to customer inquiries or direct these to the appropriate resource. They are required to comply with established protocols, procedures, and quality assurance standards. Team members must have the ability to conform to a pre-determined schedule including daily shifts, breaks, and lunches. Schedules may change as required by the business.

　　Essential Duties and Responsibilities:

　　Answers inbound telephone calls from travel partners and/or direct guests with an upbeat and friendly disposition, exceptional verbal communication skills, and a strong commitment to customer satisfaction. Provides general information regarding Royal Caribbean products, services, and promotions. Quotes prices and availability including cross-selling and up-selling. Secures bookingsServices existing bookings including making changes to reservations, accepting and recording payments, and assisting travel partners with arranging guest preferences. Researches and provides information in order to accommodate special needsEnters required information into Royal Caribbean systems and maintains an accurate history of each reservation and any associated transactions. Uses multiple database systems, internal computer programs, and various computer-based resourcesConducts basic research for the purpose of problem resolution and communicates solutions to travel partners and/or guests. Directs non-routine matters to the appropriate Royal Caribbean resource for special handling and resolutionComplies with established industry and company protocols and procedures. Understands and complies with company quality assurance standardsAttends required training classes, completes required online virtual training courses, and satisfies completion standards. May be assigned to special projects and may serve on employee committeesPerforms 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

　　Qualifications, Knowledge, and Skills:

　　High School Diploma required; Associate degree preferredA minimum of six months of customer service experienceAbility to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources.Effective communication skills in spoken and written formats with both internal and external customers. Attention to detailAbility to work in a fast-paced, metric-driven environmentDecision-making skills in situations where variables exist. Ability to assess situations and make mutually beneficial decisions within established guidelinesSales skills including positioning products to meet customer needsAbility to add, subtract, multiply and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to understand and explain promotions, basic accounting, commissions, and paymentsDemonstrated ability to utilize internal computer software and web-based resources. Ability to learn and utilize multiple systems in the completion of job functionsAbility to comply with internal policies, guidelines and conduct standards