Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
The Royal Caribbean Group's Celebrity Cruises brand has an exciting career opportunity for a full time Executive Escalations Advocate on the Hotel Operations Team's Engagement Center reporting to the Supervisor, Engagement Center Executive Escalations.
This position will be based in Wichita, Kansas Position Summary: In this position, you would utilize your experience and expertise in assisting Executives that request assistance with difficult calls, emails, or letters. You would be responsible to action requests expeditiously and follow-up with all parties involved, explaining the challenge and providing information regarding any negotiated resolution. You must be confident, and controlled, yet have the versatility needed to be in synch with the expectations of our guests, and the needs of the business.
Essential Duties and Responsibilities: Examines booking history, accounting information, related documents and correspondence, and converses or corresponds with customer and other company personnel such as Air/Sea, Groups, Reservations, Accounting, Revenue Management, Documentation, sales, etc. to obtain facts regarding travel agent/guest complaint. Provides exceptional service and resolution to parties involved. Follows up on recommended adjustments to ensure customer satisfaction and business effectiveness. Recommends improvements to management in product, booking documentation methods, revenue management procedures, service, accounting methods and procedures, etc. to prevent future complaints of similar nature. Meets and exceeds departmental targets. Performs ad hoc requests as required. Qualifications, Knowledge and Skills: One to two years of customer service experience and/or training; or equivalent combination of education and experience. Must be able to handle highly volatile individuals and situations. Possess strong analytical and problem-solving skills are a must. Strength in mathematical calculations such as percentages, fractions, etc. Excellent communications skills, both written and verbal to respond to Executive letters via phone calls or correspondence. Exceptional negotiation skills and ability to defuse high pressure situations. Excellent presentation skills. Must have a high level of competency performing the investigation of travel agent/guest complaints about booking(s), product, service, billing, air arrangements, and credit rating, and/or any pre or post vacation experiences. Expertise in Reservations systems such as GUI and AS400 needed. Strong knowledge of Siebel Customer Service database a plus. Preferred Qualifications:
Bachelor's degree (BA) preferred . At least two years of experience in other facets of the company a plus. We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
