Norwegian Cruise Line is hiring!

Vacation Planner

Job Description

People who aren't passionate about CRUISING need not apply!
People who aren't passionate about building DREAM VACATIONS need not apply!
Norwegian Cruise Line employees share the VISION of being the cruise line of choice! Our MISSION is to consistently exceed customer expectations and deliver value for our guests, travel partners, and employees! Some of the things we VALUE are: service, innovation, integrity, teamwork, community involvement, health, safety, and environment, and passion!
Come join a company who’s been NAMED Europe’s leading cruise line at the World Travel Awards for the fifth year in a row (2008, 2009, 2010, 2011, 2012), Budget Travel Magazine Readers’ Choice Award for Best Cruise Line for 2012, AND Travel Weekly’s Best Overall Ship rewarded to our very own EPIC!

Begin your voyage and make Norwegian your career destination as a Vacation Planner - FIT!

BASIC PURPOSE:
Handle and service phone calls to book cruises and promote Norwegian Cruise Line products. Provide support to our travel partners and guests. Provide the highest level of service to all related travel partners. Direct all escalated matters to the appropriate resource.

POSITION RESPONSIBILITIES:
Service and process new and existing individual reservation requests from travel partners for FIT, FIT Top Accounts, and Hawaii products, resulting in a positive customer experience.
Escalate all issues and pertinent matters to the appropriate resource to ensure resolution.
Communicate with specific organizational support departments as necessary.
Demonstrate effort in maximizing revenue opportunities by offering to confirm space, offering stateroom category upgrades, communicate vacation value, provide ship attributes, offer air and land components, along with all available ancillary products.
Apply expected behaviors to correct opportunities identified as a result of any quality related observations.
Adhere to all applicable department attendance, phone adherence and conformance expectations as outlined in new hire training and through Supervisor guidance.
Regular attendance required.
Perform other duties as assigned.

Skills & Responsibilities

EDUCATION: Minimum High School Diploma or equivalent.

EXPERIENCE: 0-2 years call center or related travel industry experience. Working knowledge of reservation system within a call center environment preferred.

KNOWLEDGE & SKILLS:
Basic understanding of applicable policies and procedures in order to reserve new and service existing reservations in Freestyle Connect or similar reservation system.
Exhibit positive, pleasant and courteous behavior within the Quality Program expectations, while engaging internal and external customers.
Ability to deliver the level of customer service necessary to achieve a positive customer experience.
Understands basic need to secure reservations by requesting to reserve a new booking on all rate quotes. In addition, maximize revenue opportunities by offering additional products, such as ancillary items, on all reservations.
Ability to utilize verbal and written communication skills to communicate with internal customers. This includes sending and responding to internal e-mail via Microsoft Outlook.
Understands personal impact to call center performance results by own performance in the area of break/lunch adherence, attendance and punctuality. Ability to meet department attendance guidelines to include a minimum of 40 hours weekly and shifts that include various work shifts. Flexible schedules including evenings, weekends, and holidays.
Within reasonable accommodation, ability to view and read PC monitor, training and reference material, as well as operate key board and PC mouse.
Within reasonable accommodation, ability to remain seated for extended period of time, to be determined by length of scheduled shift.