Trade Reservations Supervisor

Job Summary

The Reservations Inbound Supervisor is responsible for leading and supporting the Trade Reservations Inbound Consultants and Specialists with guest resolutions while maintaining department standards.

Essential Job Duties

• Provides support to management and agents with problem resolution and policy clarification.

• Supervise the Call Centre team and maximize the service level to the customers.

• Track, Monitor, and supervise Inbound service levels and KPIs.

• Manage and monitor call queues to ensure appropriate phone coverage.

• Responsible for call quality and Quality Assurance delivering world-class customer service. Includes but not limited to verification of reservations, process proper deposit amounts and final Payment amounts.

• Have best in class converting sales on one call approaches.

• Maintain and enforce policies and procedures set including but not limited to notating all bookings, ensuring proper procedures on all reservations.

• Resolve escalated problem files with team members.

• Satisfactorily resolve problems via telephone and e-mail. Mail from travel advisors and guests.

• Maintain knowledge of changing policies and of past and present promotional offers.

• Resolve the issue by establishing rapport, listening to their inquiries, and providing a solution in an efficient and expedient manner.

• Processes basic customer inquiries, booking changes, calculate cruise credit promotions and booking amounts.

• Meet and exceed productivity standards and goals set by leadership while maintaining a high level of customer service inclusive of total number of incoming calls, length, and quality of calls, and ACW (after call work).

• Adhere to escalation process to refer unresolved customer issues to designated Reservations team member, Coach or Manager for further resolution and/or research.

• Exercise discretion and independent judgment with respect to all aspects of job functions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Work Environment

Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. Travel may be required.  

Physical Demands

Requires sitting, standing, walking, bending, and reaching.  May require lifting or pushing up to 25 pounds.  Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment. 

Expected Hours of Work

The position is full-time and frequently requires working additional time outside of normal business hours.

Requirements

Education: Associate degree (AA) or equivalent from an accredited college or university.

Experience: 4+ years of customer service experience required. 1-2 years of leadership experience is preferred.

Skills/Qualifications:

• Ability to work, interact, and communicate with external/internal stakeholders at all levels.

• Strong communications both verbal & written.

• Must be detail-oriented and work well independently.

• Must be able to provide knowledgeable, friendly, and efficient service.

• Ability to answer and process requests in a timely and professional manner and deliver the high-quality service that Crystal Cruises is known for.

• Strong computer, typing and telephone skills.

• Must possess a courteous, positive, team-player attitude.

• Effective at resolving challenging customer issues.