Customer Service Representative (Remote)

Xanterra Travel Collection is known for its intimate yacht-style cruise experiences and unique voyages. The Customer Service Representative is responsible for servicing Windstar Cruises and products in a remote call center environment, assisting Travel Advisors and Guests with reservations and providing exceptional customer service.

Responsibilities:

• Conduct daily production work related to the processing of bookings in the systems and subordinate systems, with high level booking quality and accuracy
• Process reservations, revisions, cancellations, booking notes and all aspects of the bookings using reservation system
• Apply company policy effectively to bookings
• Provide 180 degrees from Ordinary Guest Service through all lines of communication to our guests and clients in a professional and calm demeanor at all times
• Act as the primary call and contact agent for all service related inquiries by phone, email and Windstar Website Chat agent contacts
• Assist in the overall revenue goals of the Department by attempting to upsell or add value on all existing bookings
• Perform sales call backup to Reservations in peak calls time, as directed by management
• Adhere to company policy and procedure
• Demonstrate a strong functional knowledge of the Windstar product
• Advise supervisor of all problems and recommended resolution in a timely manner
• Assist Guest’s or Travel advisors in troubleshooting on MyWindstar or related external Windstar Systems
• Other duties as assigned by management

Requirements:

• Must be able to communicate in writing and verbally with professionalism, credibility and confidence. Present information in a positive and convincing manner
• Capability to organize and manage multiple tasks simultaneously
• Self-starter with excellent task management skills
• A basic understanding in all Microsoft Office programs
• Cruise or tour operations / reservations experience preferred but not required
• Previous customer service experience preferred