Expedition Specialist – Reservations Agent

Job Description

REQUIREMENTS

• Minimum 2+ years of experience in a contact center or hospitality industry preferred
• High school diploma or GED required. College degree preferred
• Excellent written and verbal interpersonal skills
• Positive attitude and a will to succeed independently as well as part of a team
• Proficient in Microsoft Office; Word and Excel
• Basic knowledge of geography
• Competence with basic computer applications and equipment

RESPONSIBILITIES

• Manage a high volume of inbound and outbound calls and emails from new and existing guests
• Provide product knowledge and consultation as well as exceptional guest service to all clients including voyage changes, payment needs, and other servicing related to bookings
• Maintain and update customer records in Salesforce CRM tool
• Manage multiple systems simultaneously – including Salesforce, our website, and spreadsheets – to track and manage customer information
• Assure utmost accuracy of all details and information required to complete reservation
• Collaborate with teammates and internal partners, such as marketing and sales, to assist in converting bookings
• Effectively navigate and deescalate challenging scenarios
• Assist with all other reservations-related assignments

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