Job Description
This is a great opportunity for individuals who enjoy working from home by interacting with customers and providing top-notch service. If you are passionate about customer service and have the necessary skills and experience, we would love to hear from you. You will be receiving incoming calls and assist our client’s customers interested in booking the cruise line. Our Client is the World’s most Popular Cruise Line with 25 ships operating 3 to 16-day voyages to the Bahamas, Caribbean, Europe, Mexican Riviera, Alaska, Hawaii, Canada, New England, Bermuda, Australia, New Zealand and the Pacific Islands. The hourly pay is $11.50 and you will be paid Biweekly. You will receive a free training and passing a certification exam is required prior to the production schedule. The Application and course enrollment deadline is December 1, 2023, the course will start on 12/12/2023 and the production schedule will start on January 03 2023.
Class Schedule
Phase I: 12/12/2023 – 1/10/2024
Phase II: Earn while you learn!
1/11/2024 – 1/18/2024
Class Times Offered
Monday – Friday
9:00 a.m. – 1:00 p.m. ET
6:00 p.m. – 10:00 p.m. ET
Servicing Times Available
Monday – Friday: 9:00 a.m. – 10:00 p.m. ET
Saturday & Sunday: 10:00 a.m. – 6:00 p.m. ET
7 days a week: 365 days a year
Responsibilities:
Here is the scope of services and the kinds of tasks one can expect to
handle on a daily basis for Cruise line Customer Service Program:
- Serve on the front lines of the guest and Travel Agent partners
experience - Interact with guests and Travel Agent partners via phone; focusing
on questions related to cruises, destinations, ship amenities,
and many other pre-cruise related items - Provide consistent, high-quality support to all guests and Travel Agent
partners - Research, navigate, and locate answers to guests and Travel Agent
partners questions and concerns - Leverage client’s website, internal web-based knowledge service,
system tools, and other resources to independently respond to
inquiries - Document all calls, detailed resolution, and follow-up to actions
Experience:
- Outstanding problem-solving skills
- Displays patience, empathy, an ability to manage stress, the ability to work
under pressure - Skilled and efficient in writing and verbal communication
- Provides knowledgeable, friendly and eloquent customer service
- Previous experience in a customer service role is preferred
- Strong communication skills, both verbal and written
- Excellent problem-solving abilities and attention to detail
- Ability to multitask and prioritize tasks in a fast-paced environment
- Proficient in using CRM software and other relevant tools
- Ability to analyze customer needs and provide appropriate solutions
Requirements: This position is 1099 and we do not provide equipment so you must have the following:
- Desktop PC / Laptop (either or, no tablet or Chromebook)
- 2 total monitors (total, laptop counts as one)
- Keyboard and Mouse (if using a laptop)
- Wired Internet Connection
- USB headset
- A quiet place to work
IMPORTANT INFORMATION REGARDING BACKGROUND CHECKS
We are only accepting applicants from the United States with the exclusion of California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, Minnesota, New York, Oregon, Vermont, Washington, Wisconsin, and the District of Columbia.
This role requires the Background check and there is fees associated with it as it is done by the 3rd party company. With that being said, you will be required to pay $30.00 for background check and if you don’t pass it, we will not hire you. Please note a credit freeze will delay the process. If you have frozen your credit, you will have to temporarily lift the credit freeze with Experian. You do not need to lift the freeze at the other credit bureaus. Please lift the freeze for a minimum of 10 days. You will need to wait at least 24 hours before attempting the background check.
If you have recently changed your name, it may delay or disrupt the background check. Please
make sure that full and correct legal name is included in your profile and provided in the
background check step. Also, please ensure the Experian is aware of your name change.
Cruise Line Customer Service Certification Details
PHASE I: eLearning & Self-Paced Work (12/12/2023 – 1/10/2024)
An overview of tools, knowledge, resources, and practice call-time necessary to use Client
systems and provide quality service to client customers with sales, booking and cruising
information.
- A combination of self-paced and instructor-led
- 4 hours of instructor-led classroom
- 2 hours of self-paced work
PHASE II: Certification Call-Taking Earn While You Learn: 1/11/2024 – 1/18/2024
In this phase:
- Up to 2 hours per day live call taking during
class times ( Mon – Fri) - A combination of classroom learning, self-paced work and live call taking.
- Partners are required to service a minimum of 20 intervals per week (10 hours) through the end of
the Certification
Certification Completion Criteria
- No more than 2 Auto Fail Scores during one or more of the 3 weeks of post instructor led
- Complete pre-course work prior to day 1 of class (if applicable)
- Successfully pass mock call scenarios with the instructor
- Successfully pass live certification call-taking days (if applicable)
- 100% completion of daily self-paced work
- 90% or greater on assessments, mid-term and final assessments
- Select and service a minimum of 20 intervals per week/4 intervals per weekday during first three weeks
post instructor led certification - Successfully attain 80% average or higher on the 4 audits completed during week 3
- Attend certification preparedness session day 1 post instructor led certification
- Must service in a noise free environment
- All learners must complete the Service Partner Security Awareness self-paced course and score 85% or
higher on the assessment before the last day of class in order to be certified
Important! To make sure you take the training seriously, a candidate is required to reserve your course by making a deposit of $20. If you do not show up to class on the first day, you will be dropped from the class with no exceptions. The Class Confirmation Deposit of $20.00 will not be refunded and $20.00 will be credited back to your account within 5 business days after starting your course.
We strongly suggest that you attend class every day as this is critical to your company’s success. If you are not able to attend a class, please advise your instructor. Failure to notify your instructor could result
in being dropped from class.
Weekend Requirements: 5 hours (10 intervals) required on a Saturday or Sunday, or a combination of both.
Peak Days
Saturdays, Sundays & Mondays
Job Types: Full-time, Part-time, Contract
Pay: $11.50 per hour
Benefits:
- Work from home
- Flexible Shifts
Education & Experience level:
- High School Diploma or GED is preferred but not required
- Experience is not required because we will provide free training
Shift:
- Day shift
- Evening shift
- Morning shift
- Overnight
Weekly day range:
- Monday to Friday
- Weekends as needed
Work Location:
- Remote/Work from your Home
