Where passion meets opportunity The best of your adventures is the one you have yet to sail! Your Purpose The Universal Reservation Agent role is responsible for providing efficient, guest-focused support through inbound and outbound interactions. This includes resolving reservation requests, assessing guest needs, and applying critical thinking to deliver effective solutions in alignment with MSC Service Standards and guidelines. The role is empowered to drive resolution, promote MSC Cruises products and services, and support a seamless guest journey from initial contact through post-booking support. Your Impact - Provides guest-focused support across all inbound and outbound interactions in alignment with MSC Service Standards. - Resolves reservation inquiries, booking challenges, and service issues using critical thinking and sound judgment. - Processes bookings, modifications, cancellations, and payments accurately within reservation systems. - Promotes and sells MSC Cruises products and onboard services based on assessed guest needs. - Supports end-to-end guest servicing, including changes, special requests, ancillary services, and refunds. - Educates guests on MSC Cruises offerings, policies, and destinations to enhance confidence and loyalty. - Assists guests with online bookings and website-related inquiries. - Conducts outbound calls as directed, including follow-ups, special offers, and option expirations. - Captures and escalates guest feedback to support service and process improvements. - Supports onboarding, mentoring, and knowledge sharing as needed. - Participates in special projects and administrative tasks as assigned. Your Journey so far - Remote Role; Contact Center Hours of Operation Monday-Friday, 8 AM- 11 PM ET, Saturday and Sunday 9 AM – 9PM ET - 1+ Year of Contact Center, reservations, sales, or guest service experience. - Fluency in English (spoken and written); additional languages preferred. - Strong verbal and written communication skills with a confident telephone presence. - Demonstrated critical thinking, problem-solving, and multi-tasking abilities. - Guest-centric mindset with the ability to deliver service excellence under pressure. - Proficiency in Microsoft Outlook, Word, Excel, and reservation systems. - Strong organizational skills with attention to detail and accuracy. - Ability to adapt to change, learn new systems, and support evolving business needs. - Working knowledge of MSC products, destinations, policies, and procedures (or ability to quickly acquire). - Ability to work flexible schedules, including evenings, weekends, and holidays as required. - Availability to attend training, educational sessions, and development activities as needed. Your Essentials - US Passport or US Permanent Residents - MSC Cruises USA is an e-verify employer MSC Cruises USA is an equal opportunity employer that complies with EEOC rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs. Our commitment We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet. Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!

Job Description: Responsible for professionally and courteously serving customers by handling all inbound telephone calls pertaining to Individual and Business-related tax compliance, delinquency and general information requests. To succeed in this position candidates should have a bias for doing the right thing and serving others with a positive attitude. Tentative start date will be dependent upon interviews conducted, onboarding completed, and the state agency issuing a PO. HireRight must be used for Background Checks and Drug Screenings Local Only Candidates - Resumes must specify the current location of the candidate, all those who do not state current location will not be considered. - AS A REMINDER - Candidates must be local at time of submission, and available for in person interviews within 1 week of the posting close date. Candidates must also be able to start within 2 weeks of an offer being made. 100% Remote - Candidates MUST be located within 1 hour of Phoenix or Tucson. Candidates MUST have 1 year of recent call center experience. Interviews will be remote. First day of work will be onsite for orientation but will be remote after this. Estimated to last 6 months but can be extended past this date. The schedule will be discussed during the interview, and this is dependent on the current needs of the client/call center. Please make resources aware that this schedule may be different than what is listed on the posting. This position includes the following: - Answering incoming phone calls in a fast-paced environment - Resolving Tier 1 level issues - Reviewing taxpayer accounts - Verifying, gathering and simultaneously updating key information - Educating taxpayers of online resources and current tax policies - Submitting requests for payment arrangements - Documenting actions taken into multiple systems - Participating in all team engagement activities - Meeting performance expectations Skills Required: - Strong ability to multitask - Basic use of Microsoft Word, Excel and Google Workspace - Basic math skills are required - addition, subtraction, multiplication and division. - Communicate well both in writing and verbally - Great interpersonal skills - Retain knowledge easily - Creative in problem solving - Goal oriented - Organized Skills Preferred: Spanish-speaking Experience Required: - Previous two positions should each be at least one consecutive year in a fast-paced call center. - National call centers in industries such as finance/banking, insurance, telecommunications (not technical support) Experience Preferred: Experience with participating in process improvement activities, basic math skills, history of working in banking. Education Required: High school diploma or equivalent Education Preferred: Associates Degree or higher Required Skills - Previous 2 jobs should be at least 1 consecutive year in a fast-paced call center. This experience must be recent. - National call center experience in industries such as finance/banking, insurance, and telecommunications. (NOT LOOKING FOR TECHNICAL SUPPORT) Preferred Skills - Spanish-speaking Additional Information: This position has the possibility of future permanent employment for agents that are able to successfully perform the duties of the position, demonstrate dependability and culture alignment. Selected candidates must abide by the required pre-employment checks including state and federal criminal background check, fingerprinting, and Arizona tax filing records check for the previous 5 years. - Candidates must live in the Greater Phoenix Metro area and be able to attend 1st day orientation in person. - Must have the ability to work a flexible schedule as dictated by business needs within our operating hours 7:45am to 5:15pm, Monday through Friday. - Training is an intensive 3 weeks from 8:30am to 5pm. - Attendance is critical as learning and applying knowledge is continuous for this role. - Fully remote position - Hardwired internet access with sufficient bandwidth to handle applications required for the job duties. - If using a 5G router, please bring this on day 1 so the IT department can prepare it to work with issued equipment. - Short stint work history will likely not make it to the interview. - Call center history should not be switchboard operation/dispatch, transferring calls. - Candidates must have the ability to transport equipment from office to home (micro - desktop, 2 monitors, keyboard, mouse, headset) - not public transportation.

Job Title: Hotel Reservationist | Work From Home About Us: We specialize in designing stress-free, personalized travel experiences for our clients. Whether it's a luxury escape, group trip, or weekend getaway, we help travelers find the perfect hotel or resort to match their needs—offering full support and expertise from booking to check-in. Position Overview: We are seeking a dependable and service-oriented Hotel Reservationist to join our remote team. In this work-from-home role, you’ll assist clients in researching, selecting, and reserving hotel accommodations, ensuring accuracy, quality service, and a seamless travel experience. Key Responsibilities: Assist clients with hotel and resort bookings through approved online platforms Provide lodging recommendations based on destination, travel dates, and budget Accurately input reservation details and confirm all booking components Handle changes, cancellations, and special client requests with professionalism Maintain up-to-date client records and communication logs Monitor hotel promotions and availability to offer the best value Collaborate with team members to ensure high levels of client satisfaction Qualifications: Prior experience in hotel booking, hospitality, or customer service preferred Excellent communication and interpersonal skills Strong organizational skills and attention to detail Ability to work independently in a remote setting Comfortable using online reservation systems and digital tools Must be 18 years or older with a reliable computer and internet connection Passion for service and a strong interest in the travel and hospitality industry What We Offer: Flexible, fully remote work schedule Training and onboarding support Access to hotel booking tools and industry resources A supportive, collaborative work environment Incentive-based performance opportunities and travel perks Work Environment: This is a work-from-home position ideal for individuals who enjoy supporting others, thrive in an organized virtual setting, and take pride in delivering excellent customer service in the travel and hospitality space. $40,000 - $65,000 a year

*** Must already live in the Tampa Bay, Florida, area to be eligible for this role *** *** Training for this position will be in person at our Clearwater administrative office for three weeks *** Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs. - Answer incoming phone calls from the 988 Crisis and Suicide Lifeline from clients needing online emotional support. - Ensure you meet all 988 Crisis and Suicide Lifeline performance metrics. - Talk with Imminent Risk clients and de-escalating, screen, safety plan, and reduce lethal means during the conversation. - Use the least invasive approach to service provision. - Provide referrals, deploy mobile crisis units, and engage law enforcement in active rescue, as needed. - Complete and pass all Lifeline Simulation Training modules as required. - Participate in, at least, two Lifeline Simulation Training modules per year, as required. - Score at least 85% monthly in quality assurance monitoring. - Seek to attain American Association of Suicidology (AAS) crisis certification, when eligible. - Build and maintain relationships with visitors that show respect, build trust, and confidentiality during and after the conversation. - Serve and participate in national, state, and local meetings, committees, community activities, and outreach events,as required. - Actively participate in ongoing supervision, training, and team meetings. - Participate in proactive team efforts to achieve departmental and company goals. - Follow all organization’s policies, practices, and procedures. Qualification/Requirements: - Excellent verbal communication, customer service, and time management skills. - Ability to read and interpret documents. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients or members of the community. Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization. - Ability to add, subtract, multiply and divide. Ability to problem-solve and manage a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. - Strong data entry skills. - Proficient personal computer skills including e-mail, recordkeeping, routine database activity, word processing, spreadsheet, graphics, etc.. - Ability to handle multiple tasks simultaneously. - Seeking a supportive and collaborative team member. Education/Training/Experience - Bachelor’s Degree from a four-year college or university or higher is preferred. - A high school diploma or equivalent with a combination of experience may be considered. - One year or more of related crisis, mental health, or substance abuse experience is required. - Experience handling crisis phone calls is required. - Health and Human Services background preferred. - Above-average computer skills preferred. Physical Demands: Moderate physical activity performing somewhat strenuous daily activities of a primarily administrative nature. Includes sitting and/or standing for extended periods of time with the ability to lift up to 10 lbs. Manual dexterity is sufficient to reach/handle items, work with the fingers, and perceive attributes of objects and materials. Other: - Level II Background Screen - Valid State of Florida Driver’s License Location CLEARWATER, Florida (Remote) Department 988 Crisis Phone Employment Type Full-Time Minimum Experience Experienced Compensation 27.50