Customer Service Representative (Remote)
XANTERRA TRAVEL COLLECTION, Miami, FL, United States
Overview
Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and four all-suite yachts carry just 148 to 342 guests and cruise around the world.
Our Mission : We imagine and deliver personalized and immersive experiences 180 degrees from ordinary
Our Vision : Enriching people’s perspective through inspired travel
Our Values : W elcoming, I nnovative, N ow, D iscipline, S erve, T eamwork, A uthentic, R esponsible
The Customer Service Representative is a REMOTE position responsible for servicing Windstar Cruises and products within our call center/contact center environment. This role services our Travel Advisors and Guests via Inbound and Outbound Calls, Email, Chat and other sources as assigned. Customer Service Representatives assist our Travel Advisors and Guests with existing reservations effectively with focus on appropriate service, efficiency, accuracy and completeness. Customer Service Representatives provide appropriate service and sales backup support to achieve goals and represent Windstar cruises as 180 degree from Ordinary.
This is a remote work environment with a base hourly wage plus incentive, work within the comfort of your own home!
Responsibilities
Conduct daily production work related to the processing of bookings in the systems and subordinate systems, with high level booking quality and accuracy.
Process reservations, revisions, cancellations, booking notes and all aspects of the bookings using reservation system.
Apply company policy effectively to bookings.
Provide 180 degrees from Ordinary Guest Service through all lines of communication to our guests and clients in a professional and calm demeanor at all times.
Act as the primary call and contact agent for all service related inquiries by phone, email and Windstar Website Chat agent contacts.
Assist in the overall revenue goals of the Department by attempting to upsell or add value on all existing bookings.
Perform sales call backup to Reservations in peak calls time, as directed by management.
Adhere to company policy and procedure.
Demonstrate a strong functional knowledge of the Windstar product.
Advise supervisor of all problems and recommended resolution in a timely manner.
Assist Guest’s or Travel advisors in troubleshooting on MyWindstar or related external Windstar Systems.
Other duties as assigned by management.
Qualifications
Cruise or tour operations / reservations experience preferred but not required.
Previous customer service experience preferred.
Must be able to communicate in writing and verbally with professionalism, credibility and confidence. Present information in a positive and convincing manner.
Capability to organize and manage multiple tasks simultaneously.
Self-starter with excellent task management skills
A basic understanding in all Microsoft Office programs.
BENEFITS:
For full-time employees, Windstar offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Vacation, Sick Time and paid Holidays; 401(k) with Company Match; Employee Assistance Plan; Education Assistance and Employee Discounts & Travel Deals.
EEO:
Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.
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Our Mission : We imagine and deliver personalized and immersive experiences 180 degrees from ordinary
Our Vision : Enriching people’s perspective through inspired travel
Our Values : W elcoming, I nnovative, N ow, D iscipline, S erve, T eamwork, A uthentic, R esponsible
The Customer Service Representative is a REMOTE position responsible for servicing Windstar Cruises and products within our call center/contact center environment. This role services our Travel Advisors and Guests via Inbound and Outbound Calls, Email, Chat and other sources as assigned. Customer Service Representatives assist our Travel Advisors and Guests with existing reservations effectively with focus on appropriate service, efficiency, accuracy and completeness. Customer Service Representatives provide appropriate service and sales backup support to achieve goals and represent Windstar cruises as 180 degree from Ordinary.
This is a remote work environment with a base hourly wage plus incentive, work within the comfort of your own home!
Responsibilities
Conduct daily production work related to the processing of bookings in the systems and subordinate systems, with high level booking quality and accuracy.
Process reservations, revisions, cancellations, booking notes and all aspects of the bookings using reservation system.
Apply company policy effectively to bookings.
Provide 180 degrees from Ordinary Guest Service through all lines of communication to our guests and clients in a professional and calm demeanor at all times.
Act as the primary call and contact agent for all service related inquiries by phone, email and Windstar Website Chat agent contacts.
Assist in the overall revenue goals of the Department by attempting to upsell or add value on all existing bookings.
Perform sales call backup to Reservations in peak calls time, as directed by management.
Adhere to company policy and procedure.
Demonstrate a strong functional knowledge of the Windstar product.
Advise supervisor of all problems and recommended resolution in a timely manner.
Assist Guest’s or Travel advisors in troubleshooting on MyWindstar or related external Windstar Systems.
Other duties as assigned by management.
Qualifications
Cruise or tour operations / reservations experience preferred but not required.
Previous customer service experience preferred.
Must be able to communicate in writing and verbally with professionalism, credibility and confidence. Present information in a positive and convincing manner.
Capability to organize and manage multiple tasks simultaneously.
Self-starter with excellent task management skills
A basic understanding in all Microsoft Office programs.
BENEFITS:
For full-time employees, Windstar offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Vacation, Sick Time and paid Holidays; 401(k) with Company Match; Employee Assistance Plan; Education Assistance and Employee Discounts & Travel Deals.
EEO:
Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.
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