Sr. Customer Relations Specialist

The Sr. Customer Relations Specialist is responsible for providing guidance, direction, leadership, and assistance to the team of Customer Relations Specialist in achieving departmental quantitative and qualitative goals and delivering exceptional customer service.  This individual responds to guest complaints and inquiries in an expedient manner and with the highest degree of courtesy and professionalism; strives for one contact resolution; and delivers high-touch customer service in a contact center environment.  The individual in this role will develop a strong command of the company’s customer service policies and Fine Jewelry product knowledge that can be critical for offering quick and accurate assistance to customers.  The individual in this role is the first point of escalation for the Customer Relations team and is responsible for further escalating unresolved customer cases or issues to the Customer Service Manager, when necessary. 

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Responding timely and resolving unique or complex customer calls, emails, and letter requests regarding product problems, services, or general questions with a high level of professionalism impacting the company’s bottom line by problem solving and turning frustrated clients into repeat customers
• Communicating timely with cruise line partners, multiple internal and external partners, and customers, to expedite resolution to customer purchase matters
• Examining appraisals, sales receipts and correspondence to determine validity of a claim and next course of action
• Opening and updating customer claim information in the CMS and logs during and after each communication
• Controling end to end case management and providing customers with status updates
• Fulfilling the individual qualitative and quantitative level of the service objectives
• Serving as the first point of escalation to the Customer Relations Specialist team
• Initiating the escalation process for unresolved customer cases or issues
• Preparing and publishing various CMS reports of open/closed claims, utilize report to manage claims
• Updating the Management team with production, workflow, project status, and concerns
• Planning and distributing the Customer Relations team workload accordingly to meet level of service targets
• Assist in providing day-to-day leadership and leading the team to success in achieving goals
• Assist in providing two-way feedback to motivate high performance and productive environment
• Facilitating communication among team members
• Perform QA audits of quality and timeliness of responses and resolution to guest requests
• Developing, improving, and updating, workflow procedures to enhance team efficiency
• Logging and processing customer returns; shipping merchandise to passengers, or vendors as necessary
• Participating in Physical Inventories as scheduled
• Working with the management team to stay up to date on product knowledge and company policies
• Assist in the selection and development of the customer service representatives
• Performing other related duties as assigned

QUALIFICATIONS:

Education and Experience:

• Proficient and experienced in using CMS systems, advanced MS Outlook, Excel, Word, Power Point,and system skills are essential
• Minimum 3 years administrative/office experience in a fast-paced environment
• Minimum 3 years after-sales retail Contact Center experience in a lead role in a fast-paced customer focused environment
• Experience in performing QA call center audits and providing feedback
• Accurately perform data entry of text and numeric information at rate of at least 35 wpm from spoken and printed sources
• Mathematical skills, the ability to add, subtract, multiply, and divide whole numbers, fractions, and decimals
• Prior experience in fine watches, jewelry, or luxury retail goods preferred
• Spanish or other 2nd language (French, Portuguese, Mandarin) preferred
• Minimum 2 year Associates Degree

Knowledge, Skills & Abilities:

• Outstanding customer service, telephone etiquette, and written and verbal communication skills in English
• The ability to communicate effectively with retail customers, internal departments, and external partners
• Strength and poise in direct communications with the ability to defuse challenging customer situations when interacting with customers 
• Strong organizational skills and the ability to perform multiple tasks in a fast paced environment using personal initiative to develop mutually beneficial results
• Efficient, meticulous, and detail oriented in managing data, documentation, and/or high value merchandise
• Strong sense of urgency and strong follow up skills
• Proactive personality and self-motivator
• Strong analytical, problem-solving skills with the ability to drive results
• Team player with ability to coach, mentor, motivate, and develop great relations with co-workers.
• Ability to commit to work schedule and attendance policy

Key Competencies:

• Customer Service
• Relationship Management
• Business Acumen
• Drive for Results
• Self-Development
• Courage
• Problem Solving
• Communicating Effectively
• Teamwork and Collaboration

Other:
Position Type/Expected Hours of Work
Some flexibility in hours is permitted, employee must be available during the “core” work hours of 8:00 a.m. to 5:00 p.m. Monday – Friday and must work 30 hours each week to maintain full-time status. Occasional evening and weekend work may be required as job duties demand.

Physical Demands:
Office environment with frequent sitting, walking and standing, occasional climbing, stooping, kneeling, crouching and balancing. Frequent use of eye, hand and finger coordination enabling use of office machinery. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Oral and auditory enabling interpersonal communication as well as communication automated devise such as the telephone.

At Starboard Cruise Services and Onboard Media curating a vibrant world can only be accomplished by vibrant and diverse teams. We are committed to nurturing a workplace where you can feel safe to show up authentically and thrive while being uniquely you. Our North Star guides us to deliver equal employment opportunities for all individuals and to providing employees with an equitable work environment free of discrimination and harassment. We also aim to extend this commitment to the partners we work with and the guests we serve. We are constantly listening, learning, and evolving to deliver on these promises.

We believe our differences make us stronger and are curious to see you leverage your lived experiences to strengthen our team, our culture and your career. At Starboard Cruise Services and Onboard Media we take action so that no one is discriminated against because of their differences, such as age, disability (physical, mental or sensory), ethnicity, gender, gender identity and expression, religion, sexual orientation, military/veteran status, genetic information, family care status or any other basis protected by federal, state or local laws. All employment decisions will be made based on business needs, job requirements and individual qualifications.

So come onboard with us and celebrate a culture that attracts top talent with shared values and forms the foundation for a great place to work.