Job Description
Welcome to Holland America Line, a premium cruise line dedicated to explorers, foodies and music lovers who want to explore the world on perfectly sized, refreshingly spacious ships filled with one-of-a-kind experiences.
We’re looking for amazing Direct Reservations (HAL) professionals to join our team. As a work from home Sales Agent with Holland America Line, you’ll become a resource for our guests and assist in planning the vacation of their dreams while selling a range of travel products and services. You’ll respond to a variety of calls from direct consumers and Travel Advisors. You’ll utilize your superior customer service skills to build rapport, recommend and book cruises, cruise tours, and travel options. Providing quality customer service on all calls, you’ll assist guests and Travel Advisors with problems that might occur on a reservation, provide post-booking sales and support and work across departments to provide seamless fist call resolution.
Here’s a summary of what Holland America Line is looking for in its Sales Agents. Is this you?
Responsibilities
- Apply professional sales techniques in the promotion and sale of cruises and Cruise Tours for direct consumers and Travel Advisors.
- Demonstrate sales effectiveness by securing deposits on reservations made, upsells and optional travel add-ons.
- Provide superior customer service; research and answer all questions/concerns related to company product and/or specifically the customer's reservation.
- Proactively assist direct consumers or Travel Advisors with problems that might occur on a reservation; work with other departments or supervisor in an effort to resolve the problem in a courteous/timely manner.
- Communicate effectively with customers, co-workers and management thru both oral and written communication.
- Provide customers accurate information consistent with department standards, document customer information, recap itinerary and advise them of the correct terms and conditions.
- Work independently as a work at home agent, meeting sales and performance metrics, and adherence and availability requirements.
- Adhere to department Quality Assurance guidelines for customer contacts and utilizes feedback to improve performance and customer experience.
- Special projects as directed by the Supervisor or Manager of Contact Center Sales.
Requirements
- 1 year of experience in positions in the area of customer service and/or sales.
- Experience in the travel and hospitality industry preferred.
- Experience working in a high-volume call center is plus.
- Must have excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.
- Must be able to work independently and be self-motivated since you will be working from home.
- Proficiency in the use of computer business applications with working knowledge of computerized reservations systems with the ability to trouble shoot issues independently from home.
- Organizational skills and the ability to handle multi-tasking and work under pressure to meet deadlines.
Compensation
The hourly rate of pay will be $15.00. This position is considered non-exempt in accordance with the Department of labor and Fair Labor Standards Act. Paydays are every other week with 26 pay periods per annum. An annual schedule of pay periods is provided on the company intranet for reference. New associates with less than three (3) full months of service in the fiscal year for which performance is being measured are not eligible for a merit increase, and the first merit adjustment is deferred to the following year.
After the training period, you will be eligible to participate in the Holland America Line Reservation Incentive Plan associated with this position. More details about the plan will be provided at a later date.
Work Shifts
Please note: This position will start mid October - November 2024. After training, your assigned work shift will be 10:30 AM - 7 PM (your local time) weekdays. You will also be required to sign up for a specific number of additional weekends per quarter. This may vary based on company needs. Your hours on the weekend will be 8:30 AM - 5 PM (your local time) UNLESS you are in the Eastern Time Zone. The earliest shift available on the weekends is 6 AM - 2:30 PM PST (which is 9 AM - 5:30 PM Eastern Time).
As you are on the closing shift, you will be required to stay past the end of your day until calls are clear and you are released. January and February is our busy time and personal time off will be limited or not available. We are open most holidays and overtime may be mandatory as needed.
Shift changes are awarded based on your seniority and work performance. Sales Agents will be scheduled to work closing shifts Monday through Friday with quarterly weekend signups including 6 weekend days per quarter.
WE ARE COMMITTED TO YOUR SUCCESS!
If you are selected as a Sales Agent, Holland America Line will provide you with work equipment. The company will extend to you a monthly contact center adjustment of $50.00 to supplement your residential internet cost for business purposes. In order for your residential internet to support our business model, your residential internet must meet the following requirements:
- Must have high-speed, non-satellite, non-dial-up internet, no cellular/mobile internet providers.
- Must meet the required minimum download and upload speeds of 50 MPS down and 6 MPS Up
- Must not have a data cap
- Must have computer hard-wired to the modem, Wi-Fi is not currently compatible with phone system.
Benefits
- Cruise and Travel Privileges for You and Your family
- Health Benefits
- 401(k)
- Employee Stock Purchase Plan
- Training & Professional Development
- Rewards & Incentives
Our Culture…Stronger Together:
Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html
Holland America Line 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.
Americans With Disabilities Act (ADA)
Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com
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