Guest Support Specialist

3 weeks ago

Fort Lauderdale, United States Insite Managed Solutions Full time
Job DescriptionJob Description

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Type: Full-time, In-Office 1510 SE 17th St 4th floor, Fort Lauderdale, Florida 33316

Schedule: Monday through Friday 8:30 am – 5:30 pm EST

Paid training begins June 3rd

Benefits: 401k, PTO, and benefits (health, vision, short/long term disability, and more) eligibility within 1 month of start date

POSITION OBJECTIVE

This Guest Support Specialist role delivers white glove service to previous, current, and future guests before, during, and after their voyage. You will also provide exceptional service and support to travel advisors, other internal teams, and cruise vacation planners. This role liaises with appropriate teams to ensure all relevant information regarding the customer experience is captured in the proper place. You will monitor social media and keep the brand’s tone, voice, and values of top priority by utilizing many different outlets like Facebook, Twitter, LinkedIn, etc. As a Guest Support Specialist, you will actively communicate and partner with shipboard teams at all phases to ensure alignment. This role also provides support to onboard teams during shipboard incidents, including elevated communication, processing cruise refunds, and handling out-of-pocket expenses. Additionally, you will be responsible for interfacing with the Accessible Experience team on issues requiring ADA expertise to ensure seamless service and/or resolution.

CRITICAL SUCCESS BEHAVIORS

  • Displays expertise regarding booking policies, procedures, travel guidance, social media outlets, cruise fare refunds, escalations, etc.
  • Superior customer service, patience, and communication skills (written and verbal)
  • Ability to quickly identify a customer’s challenge and provide an appropriate solution
  • Comfortable with technology and possess the ability to navigate within multiple systems, multiple screens, etc.
  • Proficient typing skills
  • Value the customer’s experience and enhance their satisfaction
  • Ability to successfully multi-task

QUALIFICATIONS

The ideal candidate must have:

  • Reliable transportation for all responsible shifts
  • Experience handling customer escalations
  • Ability to pass our pre-employment background screen
  • Expertise in providing superior customer service

The ideal candidate would typically have:

  • Previous experience within the contact center space
  • Bilingual ability (English and Spanish)

Equal Opportunity Employer M/F/D/V

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