Carnival Corporation logo
Carnival Corporation

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Resolution Specialist

Location

United States

Posted

1 day ago

Salary

$18 / hour

Seniority

Mid Level

No structured requirement data.

Job Description

Resolution Specialist

Carnival Corporation

Role Description We are seeking dedicated and enthusiastic Resolution Specialists to join our Contact Center Sales and Support teams. As a Resolution Specialist, you will play a vital role in ensuring seamless communication between internal staff and external customers, resolving inquiries, and supporting the Contact Center. If you are passionate about customer service and thrive in a dynamic environment, we encourage you to apply. Key Responsibilities - Answer incoming calls and emails from both internal and external customers, providing prompt and professional assistance. - Serve as the primary point of contact for resolving problems and addressing concerns related to reservations. - Assist management and colleagues with problem resolution and policy clarification. - Excel in problem analysis and demonstrate a strong ability to work effectively in ambiguous situations and think creatively beyond conventional boundaries to balance guest satisfaction and company objectives. - Strengthen contact center staff performance by sharing available resources and best practices for excellent customer service. - Resolve questions and issues received via email with a focus on service excellence. - Stay informed about changing policies, procedures, and promotional offers to accurately support guests, travel advisors, and staff. - Serve as a resource for special projects. - Act as a backup for Reservation Sales Agents during times of high volume or absences to maintain service levels. Qualifications - Excellent communication and interpersonal skills. - Strong negotiation abilities and a customer-centric approach. - Must demonstrate strong proficiency in Microsoft O365 applications as well as a strong overall computer literacy. - Ability to multitask and prioritize effectively in a fast-paced environment. - Demonstrated ability to maintain confidentiality and exercise sound judgment. - Capacity to work independently under pressure and adapt to changing circumstances. - Passion, enthusiasm, and dedication to creating memorable guest experiences. - Accountability, honesty, fairness, and consistency in all interactions. - Open-mindedness and a collaborative spirit, promoting teamwork and mutual success. - Travel industry experience recommended but not required. Requirements - Flexible scheduling is essential. - Some overtime or extended shifts may occur during peak seasons or special projects. - January and February are our busy times and personal time off will be limited or not available. - We are open most holidays and overtime may be mandatory as needed. - Position operates in a fast-paced call center environment with frequent guest and staff interaction. Benefits - Cruise and Travel Privileges for you and your family and friends. - Health Benefits. - 401(k). - Employee Stock Purchase Plan. - Training & Professional Development.

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