Customer Care Specialist

The Customer Care Lead will be responsible for assisting internal customers, Tour Operators, as well as front desk agents with discrepancies and field calls from Travel Agents and guests. The Customer Care Lead will assist in monitoring the Call Management System (AVAYA) as well as assisting with team member’s performance. The Customer Care Lead is responsible for handling escalated calls beyond Customer Care Agents.

At Atlantis, we take great pride in our amazing customer service and our ability to confirm exciting travel arrangements for all our customers.

This position is not a virtual position. This means that the selected employee will
be required to perform all work onsite at the corporate office. This is at the hiring team’s discretion and could potentially change in the future.

Key Responsibilities

• Monitors the Call Management System (AVAYA) to ensure all Customer Care agents and Travel Specialist are logged in and available to accept incoming calls.
• Assist with assessing team member’s performance by assessing team performance and distribution of work load to obtain established performance standards set by department manager.
• Assist with Dolphin Cay Allotment requests and procedures
• Assist with all duties required of the Customer Care Specialist
• Handle both internal and external calls that escalate beyond Customer Care Agent.
• Work as liaison with airlines and other suppliers, as well as the hotel directly
• Other duties as assigned

Skills, Experience & Education Requirements:

• Must have a high level of customer service and sales aptitude.
• Ability to communicate in English both orally and in writing
• Ability to work within an office environment
• Ability to handle stress in a fast paced changing environment.
• Knowledge of Switchfly and Worldspan/airline systems.
• Knowledge of Dolphin Cay procedures and RTPOne
• Well organized with good communication and counseling skills

About the Resort:

Atlantis Paradise Island, a lush oceanside resort located on Paradise Island in the Bahamas, is a dynamic destination that launched 25 years ago as a first-of-its-kind modern marvel of nature and engineering. Bahamian culture and the spirit of Atlantis’ more than 5,000 beloved team members are the heart and soul of this legendary resort. The immersive programming connects guests to the rich history, art, people, food, and festivities of the Bahamas, while remaining dedicated to sustainability and environmental conservation.

Atlantis was developed and operated by Kerzner International, a leading international developer and operator of destination resorts, casinos, and luxury hotels. In 2012, the resort development was acquired by Brookfield Asset Management. Three of the resort’s five properties, Royal, Coral and Cove, participate in the Marriott Bonvoy loyalty program.

Throughout 2023 and 2024, Atlantis is rolling out bold multimillion-dollar renovations and exciting new partnerships throughout the resort – from a complete renovation of The Royal to a reimagined Atlantis Casino and much more. The resort's 25 anniversary launches a new chapter for the first-of-its-kind celebrated entertainment resort and destination, ensuring that travelers will continue to experience the best at Atlantis Paradise Island, with stunning accommodations, innovative cuisine and extraordinary experiences ranging from live musical performances and concerts to internationally acclaimed food and wine festivals.

Atlantis features five unique lodging options with a total of 3,800+ rooms: the grand iconic towers of recently renovated The Royal, family-friendly accommodations at The Coral, water-side villas at Harborside Resort, all-suite luxury accommodations at The Cove, and residential-style accommodations with full kitchens at The Reef

The resort is centered around Aquaventure, an innovative 141-acre waterscape of thrilling slides and river rides, fourteen pools, and five miles of white sand beaches. Home to the largest open-air marine habitat in the world, over 50,000 marine animals from 250 species make their home in natural ocean-fed environments.

Guests of Atlantis Paradise Island have exclusive access to unforgettable eco-tourism themed excursions led by resort team members and local partners, including Pieces of 8 boat tours, Tropic Ocean Airways, Coco Bahama Air Seaplanes and Aquazeal yacht charters. Day trips to the Bahamas' out islands of Exuma and Eleuthera to swim with pigs and nurse sharks or feed iguanas in their natural habitats, are a few of many #BahamasAtHeart itineraries travelers can discover.

Atlantis has committed to a meaningful connection with the ocean, marine life, sustainability, and environmental stewardship through its purpose-led efforts with Dolphin Cay and the Atlantis Blue Project Foundation (ABPF), the resort’s nonprofit 501©3 organization dedicated to saving sea species and their extraordinary habitats throughout the Bahamas and surrounding Caribbean seas.

Dolphin Cay, the resort's 14-acre marine mammal habitat, is an advanced marine education center and animal rescue rehabilitation hospital whose first residents include 17 rescue dolphins from Hurricane Katrina. Visitors to Dolphin Cay can participate in creative, non-disruptive interactions that build real awareness, stir emotion, and help fund the resort's conservation efforts. Every visit to Dolphin Cay and each Atlantis Marine Adventure, such as snorkeling and SCUBA diving, benefits ABPF.

The Atlantis Marina offers 63 slips and hosts vessels up to 250 feet/76 meters. The Atlantis Marina overlooks Marina Village, a charming pedestrian village dotted with a series of family friendly and fine dining outlets, bars, lounges, coffee, pizza and ice cream stores, plus a gathering spot for visitors to explore a variety of shopping, local artisans, live entertainment, seasonal events and more.

Outdoor and wellness amenities include: the 30,000 sq ft tranquil Mandara Spa, state-of-the-art fitness center and group exercise classes including spin, stand up paddleboard yoga and beach boot camps; a newly opened tennis center which includes pickleball courts, and offers tennis lessons, equipment rental plus three clay courts and three hard courts; a full-size basketball court; and exclusive access to the award-winning Ocean Club golf course, an 18-hole golf course designed by Tom Weiskopf.

Additional amenities include: a 400-seat movie theater; Atlantis Kids Adventures (AKA) for children ages 3-12, video game arcade and CRUSH, a nightclub for teens; Jokers Comedy and Night Club offering nightly entertainment and live music; the Atlantis Casino; duty-free, luxury brand retail shopping; and celebrity chef culinary masterpieces, Paranza by Michael White, Fish by José Andrés, Nobu by Nobu Matsuhisa, and Silan by Alon Shaya. Atlantis is the only resort in the region with three Michelin star-rated chefs, and is home to the Caribbean’s first Shake Shack, plus a variety of Bahamian chef led restaurants: Sip Sip, McKenzie’s Conch Shack and Sun & Ice. The Nassau Paradise Island Wine & Food Festival launched in 2023 and draws celebrity talent from chefs and personalities Martha Stewart and Andrew Zimmern to Food Network stars chefs Alex Guarnaschelli, Duff Goldman and Robet Irvine. Unparalleled meeting and convention space including Oceans Edge, the premier beach side venue for destination weddings and social events round out the variety of amenities, services and resort offerings.

For more information and reservations please visit: atlantisbahamas.com

Job Type: Full-time

Shift:

• 8 hour shift
• Day shift
• Morning shift
• No nights
• Rotating shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Work setting:

• In-person

Work Location: In person