Agent, CO Inbound CEL

Job Overview

As an Inbound Sales Agent at Celebrity Cruises, you will be part of a dynamic Consumer Outreach Sales Team, responsible for creating exceptional vacation experiences for our direct guests. As the guests first point of contact, your primary role will be to leverage “The Celebrity Way” to deliver consistent, elevated hospitality while utilizing your sales expertise and customer service skills to finalize cruise bookings effectively. In this role, you will be responsible for building a relationship with the guest as you utilize sales techniques to finalize reservations based on a one-call resolution approach. This position focuses on but is not limited to handling inbound sales and service calls. Agents will be held responsible for but not limited to strategically generating revenue, conversion, operational and customer service target month to month.

Essential Duties and Responsibilities

• Effectively evaluate guest requests to identify and recommend products that will best fit their needs. Then use appropriate sales techniques to position products based on value to successfully overcome objections and create a sales reservation.
• Apply exceptional communication skills to adequately explain cruise rates, promotions, and brand related questions as they position benefits, features, and value.
• Foster a relationship with our guests to enhance their call experience and loyalty when handling their inquiries and requests within set call handling times.
• Service existing reservations according to guest requests and in accordance with existing business rules.
• Providing a one call resolution on all applicable calls while working with other departments to assist guests in securing accurate information and finalizing their reservation.
• Perform elevated standards of customer service throughout the sales process.
• Responsible for correctly capturing pertinent guest information and payment details during all interactions with guests.
• Meet all KPI goals including but not limited to weekly and monthly booking revenue goals, conversion, and quality assurance.
• In a dynamic work environment, flexibility and collaboration are essential. Employees should be prepared to take on tasks outside their primary responsibilities when necessary to support the team and ensure operational efficiency. This may involve assisting colleagues, participating in cross-functional projects, or contributing to organizational initiatives. 

Required Qualifications:

• High school diploma or GED required, college degree or equivalent sales experience preferred.
• Advanced level of English proficiency in reading, writing and verbal communication skills. 
• Exceptional communication and interpersonal skills 

Knowledge and Skills:

• Ability to utilize sound judgment and qualifying questions to efficiently navigate the sales quote and booking process.
• Apply effective sales techniques to address all guest concerns and secure the sale on one call. 
• Demonstrate effectiveness in establishing relationships and discovering what motivates the guest to purchase.
• Utilize the ability to communicate with guests and respond to the guests' concerns and requests.
• Proficient in using clear, professional, and precise communication with the guests about all details of their vacation according to brand standards. 
• Adhere to assigned schedule, business rules, code of contact and all applicable Consumer Outreach objectives and goals. 
• Demonstrate the highest level of personal integrity and take responsibility for personal and professional growth.
• Proficiency in using designated software and customer relationship management (CRM) systems

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 accommodation.  While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a computer, 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 to 15 pounds. Visual requirements 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. Successful candidates must have a quiet work environment at home free of distractions, with a working station to perform duties by handling calls.

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.

If you thrive in a dynamic sales environment and are passionate about delivering consistent, elevated hospitality to our guests and customers, we encourage you to apply for this exciting opportunity.