Group Customer Service Representative

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 three 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: Welcoming, Innovative, Now, Discipline, Serve, Teamwork, Authentic, Responsible

 

The Group Customer Service Representative is a REMOTE position responsible for Servicing Windstar Cruises groups program and all Windstar products through reservations channels, Email, Lead generation contacts and other sources as assigned. Provide prompt service to Groups line, assuring calls are answered and serviced effectively with focus on appropriate efficiency. Manage Group progression from selling, option, confirmation to sailing or cancellation.  Provide appropriate service and sales closure balance to achieve goals and represent Windstar cruises as 180 degrees from Ordinary.

 

This is a remote work environment with a base hourly wage plus incentive, work within the comfort of your own home! 

• We work in an INBOUND call center environment.
• We are surrently seeking to fill open shifts for weekends and evenings. 
• This position is CUSTOMER SERVICE ORIENTED- this is not a sales focused role. (Although some sales calls will be handled, creating an opportunity for extra commission!)
• Windstar will provide all the equipment you will need!
• You must have access to a hard wired internet connection
• Please note: Although we work remotely, it is not a suitable replacement for dependent care.

See what our team members have to say about this great opportunity!

- "I appreciate the ability to work from home that many of my coworkers are well-traveled and respond quickly by phone and email. I get to be in touch with intelligent guests and agents from all over and together we craft dream trips they'll remember for life!"

 

- "I really enjoy that everyone here is willing to help each other. Everyone here is beyond ordinary!"

 

- "The support and understanding from upper management not just in our professional life, but personal life is amazing!"

 

Full-time positions available to work remotely as long as you live in one of these states:

AR, AZ, CO, FL, LA, MN, TX, and WA.

 

 

Windstar Cruises is an Equal Opportunity Employer

Responsibilities

• Process reservations, revisions, cancellations, booking notes and all aspects of the bookings using reservation and CRM with a high degree of accuracy.
• Process and create Group requests through the Reservations system in an effective and timely manner, meeting turnaround goals of department.
• Act as backup for Groups contact queues and process inquiries effectively.
• Apply company policy effectively to bookings.
• Support Windstar's National Accounts with Hosted Sailing service and outreach supporting Groups lead and Group Vacation Planners.
• Assist Guest's or Travel advisors in troubleshooting on "BookWindstaronline" or related external Windstar Systems.
• Assist in the overall revenue goals of the Department by attempting to upsell or add value on all existing bookings. 
• Always provide 180 degrees from Ordinary Guest Service through all lines of communication to our guests and clients in a professional and calm demeanor. 
• Demonstrate a strong functional knowledge of the Windstar product.
• Advise supervisor of all problems and a recommended resolution in a timely manner.
• Provide management with proactive input and contribute to regularly scheduled meetings with management to improve our Group reservations and service processes and the working environment.
• Provide Backup support in phone queue as needed on any line.
• 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
• Must be willing to work any assigned schedule.
• A basic understanding of all Microsoft Office programs.

 

Work Environment: Remote work.  Hard wire internet connection required.  Must meet ergonomic standards for a home office with a private area to work. 

Employment Type: OTHER