Sales Agent, Holland America Line- Remote US

About the position 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 first call resolution. As a Sales Agent, you will apply professional sales techniques in the promotion and sale of cruises and Cruise Tours for direct consumers and Travel Advisors. You will demonstrate sales effectiveness by securing deposits on reservations made, upsells, and optional travel add-ons. Your role will also involve providing superior customer service; researching and answering all questions/concerns related to company products and/or specifically the customer's reservation. You will proactively assist direct consumers or Travel Advisors with problems that might occur on a reservation, working with other departments or supervisors in an effort to resolve the problem in a courteous and timely manner. Effective communication with customers, co-workers, and management through both oral and written communication is essential. You will work independently as a work-at-home agent, meeting sales and performance metrics, and adhering to availability requirements. Adherence to department Quality Assurance guidelines for customer contacts and utilizing feedback to improve performance and customer experience will be part of your responsibilities. Special projects may be assigned by the Supervisor or Manager of Contact Center Sales, and you will be expected to maintain a high level of professionalism and customer service throughout your interactions.

Responsibilities

• Apply professional sales techniques in the promotion and sale of cruises and Cruise Tours for direct consumers and Travel Advisors.

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• Demonstrate sales effectiveness by securing deposits on reservations made, upsells, and optional travel add-ons.

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• Provide superior customer service; research and answer all questions/concerns related to company product and/or specifically the customer's reservation.

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• 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.

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• Communicate effectively with customers, co-workers, and management through both oral and written communication.

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• Provide customers accurate information consistent with department standards, document customer information, recap itinerary and advise them of the correct terms and conditions.

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• Work independently as a work-at-home agent, meeting sales and performance metrics, and adherence and availability requirements.

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• Adhere to department Quality Assurance guidelines for customer contacts and utilize feedback to improve performance and customer experience.

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• 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.

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• Experience in the travel and hospitality industry preferred.

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• Experience working in a high-volume call center is a plus.

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• Must have excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.

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• Must be able to work independently and be self-motivated since you will be working from home.

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• Proficiency in the use of computer business applications with working knowledge of computerized reservations systems with the ability to troubleshoot issues independently from home.

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• Organizational skills and the ability to handle multi-tasking and work under pressure to meet deadlines.

Nice-to-haves

Benefits

• 401(k)

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• Employee stock purchase plan

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• Health insurance

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• Work from home

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• Cruise and Travel Privileges for You and Your family

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• Training & Professional Development

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• Rewards & Incentives

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