Role Description City Experiences’ mission is to create amazing experiences. Our brand heritage dates back nearly 100 years and today our footprint spans 111 countries and more than 125 U.S. cities. We are proud to serve more than 30 million guests annually across our portfolio of water-based experiences, land-based experiences, overnight cruise experiences, and ferry and transportation services. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you. Our successful team uses exemplary sales skills, engaging guest service skills and strong attention to detail to provide stellar results. Our team is extremely collaborative and motivated by a service oriented and incentive-based environment. Working from home, you will have the experience of working with customers within a high-volume sales and service environment. There are continuous opportunities for development and advancement in a growing company. The Excursion Expert will deal with more complex guest interactions and be a support for our Excursion Specialists. The Excursion Expert will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System. Essential Duties & Responsibilities - Handle complex Guest Relation issues through to resolution. - Ensure that guests are being contacted and any issue resolved in a timely fashion. - Respond to issues submitted by email, social reviews, Service Cloud, OTA’s and any social media platform. - Manage single passenger projects. - Execute all cruise cancellation communication to our guests. - Manage and identify additional information required within Confluence to support colleagues. - Handle the positive feedback report by pulling the report, uploading into Confluence, and sending to the Team. - Assist with resolving voicemails. - Assist with Slack audits to ensure the correct people are assigned to each channel. - Handle the pending order report to confirm that payments have been taken and/or cancel orders with no payment. - Responsibilities are the same as Excursion Specialists as needed or directed by an EL or Ex Supervisor. Inbound Sales & Customer Service - Answer incoming calls promptly and professionally using learned City Experiences’ sales skills to explain products, services, and prices. - Obtain guest information and accurately enter orders into reservation systems. - Convert the maximum number of calls to sales. - Assist in Omnichannel platform with Chat, SMS, Email and Social Reviews. - Develop comprehensive knowledge of product offerings, product extras, pricing, and scripting for all standard products. - Resolve guest problems using strong guest service skills and exercising diplomacy in keeping with company objective and guest retention. - Process non-call reservations such as OTAs (Online Travel Agents). - Practice and follow the company’s RESPECT system and policies. - Attend applicable meetings and training as designated or necessary. - Performance will be measured by sales bookings, phone metrics, CSAT score, management evaluation, and feedback from guests and peers on the city’s team. - Execute other projects as assigned by management. Qualifications - Must have an average CSAT score of 4.6 or above within the last 3 months. - Must be in good standing with attendance. - No issued verbal or written warnings within the last 3 months. - High school degree required, some college experience/degree is preferred. - One (1) year customer service experience preferred; call center/reservation experience a plus. - Must be available to work 40 hours per week, including required weekend availability; schedule is subject to change weekly according to operational needs. - Must be able to work remotely and maintain a remote workstation where essential duties are able to be met. - Must have excellent oral and written communication skills – expression and comprehension. - Proficient computer skills including typing skills and the ability to navigate through multiple computer systems. - Must deal calmly and effectively with high-stress situations. RESPECT Service System - Our Mission: We create amazing experiences. - Our Values: Respect, Environment, Safety #1, Professionalism, Exceed, Communication and Teamwork. - Our Operating Principles: - Foster diversity and inclusion. - Practice conservation and environmental responsibility. - Cultivate a safe and secure workplace. - Be on time. Come prepared. - Make data-driven, fact-based decisions. - Be decisive with 80:100 solutions (80% right, 100% implementable). - Expect to win – but compete as an underdog. - Embrace innovation and reinvention. - Listen and be responsive. - Strive for efficiency and transparency without politics. - Win as a team. Play your role. - Work hard, have fun, celebrate success. Equal Opportunity Employer City Experiences is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, City Experiences participates in the E-Verify program in certain locations.