Guest Services Specialist

Starboard Cruise Services

Miami, FL

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JOB DETAILS

SKILLS

Administrative Skills, Auditory, Call Centers, Call Volume, Case Management, Channel Support, Communication Skills, Computer Skills, Corporate Policies, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Data Entry, Data Management, Detail Oriented, Document Management, English Language, Follow Through, French Language, Hospitality and Tourism, Interpersonal Skills, Mandarin Chinese Language, Mathematics, Microsoft Excel, Microsoft Outlook, Microsoft Word, Multitasking, Office Equipment, Organizational Skills, Physical Demands, Portuguese Language, Presentation/Verbal Skills, Problem Solving Skills, Retail, Returns Processing, Team Player, Telephone Skills, Time Management, Willing to Travel, Writing Skills

LOCATION

Miami, FL

POSTED

Today

The Customer Service Guest Services Specialist provides customers with high quality multi-channel support and problem resolution in a manner that meets or exceeds defined department objectives and enhances the overall customer experience. This individual responds to guest complaints and inquiriesin an expedient manner and with the highest degree of courtesy and professionalism; strives for one contact resolution; and delivers high-touch customer service in a contact center environment. The individual in this role will develop a strong command of the company's customer service policies and Fine Jewelry product knowledge that can be critical for offering quick and accurate assistance to customers. Additionally, the Guest Services Specialist initiates the escalation process for unresolved customer cases or issues.

What you'll be doing:

ESSENTIAL DUTIES & RESPONSIBILITIES:

Receive and respond timely and professionally to a high volume of customer calls, emails, and letters regarding product problems, service questions, and general customer concerns
Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers
Control end to end case management and provide status updates to guests
Partner with the Returns Processing team to overcome obstacles and ensure customer cases are within level of service
Communicate with cruise line partners, multiple internal departments, vendors, and customers, to expedite resolution to customer purchase matters
Maintain a high level of professionalism with clients and establish a positive rapport with every caller
Update customer information in the customer service database and logs during and after each call
Initiate the escalation process for unresolved customer cases or issues
Work with the management team to stay up to date on product knowledge and changes in company policies
Fulfill the individual qualitative and quantitative level of the service objectives

What we're looking for:

Qualifications:

Education and Experience:

2 Years of Experience
Associate's Degree
Outstanding written and verbal communication skills, phone etiquette, and proficiency in English
Previous experience working in a Contact Center/Call Center environment (at least 2 years with a single employer)
Strong (average or above) computer skills in Microsoft Excel, Outlook, and Word, and experienced with a CRM
Minimum 3 years administrative/office experience, preferably in a fast-paced environment
Accurately performs data entry of text and numeric information at rate of 35 wpm from spoken and printed sources
Mathematical skills. The ability to add, subtract, multiple, and divide whole numbers, fractions, and decimals
Spanish or other 2nd language (French, Portuguese, Mandarin) preferred
Prior experience in fine watches, jewelry, or luxury retail goods preferred

Knowledge, Skills & Abilities:

Strong customer service and communication skills (written and verbal) in order to effectively assist retail customers, and communicate with various internal departments, cruise line partners, and vendors
Strength and poise in direct communications when interacting with challenging customer situations.
Strong organizational skills and the ability to perform multiple tasks in a fastpaced environment using personal initiative to develop mutually beneficial results
Efficient, meticulous, and detail oriented in managing data, documentation, and/or high value merchandise
Sense of urgency and strong follow up skills.
Proactive personality and self-motivation
Team player able to develop great relations with co-workers and support the returns processing area as needed
Ability to commit to work schedule and follow time and attendance policy

Decision Making:

Works on routine activities, work is closely monitored, given specific instruction, strictly follow rules, guidelines or procedures

Travel Requirements:

Less than 10% of time (Periodic travel to local ships)

Key Competencies:

Customer Focus
Integrity and Trust
Interpersonal Savviness
Superior Oral and Written Communication Skills
Organized, Detailed, Accurate

Other:
Position Type/Expected Hours of Work
Some flexibility in hours is permitted, employee must be available during the "core" work hours of 8:00 a.m. to 5:00 p.m. Monday - Friday and must work 30 hours each week to maintain full-time status. Occasional evening and weekend work may be required as job duties demand.

Physical Demands:
Office environment with frequent sitting, walking and standing, occasional climbing, stooping, kneeling, crouching and balancing. Frequent use of eye, hand and finger coordination enabling use of office machinery. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Oral and auditory enabling interpersonal communication as well as communication automated devise such as the telephone.

What we commit to:

At Starboard Group and Onboard Media curating a vibrant world can only be accomplished by vibrant and diverse teams. We are committed to nurturing a workplace where you can feel safe to show up authentically and thrive while being uniquely you. Our North Star guides us to deliver equal employment opportunities for all individuals and to providing employees with an equitable work environment free of discrimination and harassment. We also aim to extend this commitment to the partners we work with and the guests we serve. We are constantly listening, learning, and evolving to deliver on these promises.

We believe our differences make us stronger and are curious to see you leverage your lived experiences to strengthen our team, our culture and your career. At Starboard Group and Onboard Media we take action so that no one is discriminated against because of their differences, such as age, disability (physical, mental or sensory), ethnicity, gender, gender identity and expression, religion, sexual orientation, military/veteran status, genetic information, family care status or any other basis protected by federal, state or local laws. All employment decisions will be made based on business needs, job requirements and individual qualifications.

So come onboard with us and celebrate a culture that attracts top talent with shared values and forms the foundation for a great place to work.

About the Company

Starboard Cruise Services

Starboard Cruise Services is a Moët Hennessy • Louis Vuitton (LVMH) company. Based in the warm and beautiful city of Miami, Florida, we are the world's largest, duty-free, onboard retailer, awarded "Best Cruise Travel Retailer " for travel retail excellence by Duty Free News International (DFNI).

Starboard operates retail stores on over 80 ships worldwide, representing major cruise lines, such as Royal Caribbean and Carnival Cruise Lines. Our goal is to provide our cruising customers with a unique and unforgettable shopping experience, filled with theatre, excitement and unique retail merchandise!

Join our dynamic team and be part of the world's leading onboard retailer, just minutes from the best beaches in the country. We offer excellent benefits, a strong compensation package and a fast-paced work environment unique to the retail industry!

Benefits

Working for Starboard has its benefits. We offer our corporate-based employees a very competitive, leading and comprehensive program. Take a look at the highlights:

Your Health
Medical and Dental: All full-time associates are eligible to enroll in our benefit programs according to our eligibility period. You will receive some of the best medical, dental and prescription drug plan choices available in the state of Florida at subsidized costs.

Vision Care: Our vision plan provides affordable coverage through a network of providers.

Your Future
401(k): Our plan helps you build your retirement funds for the future. Our 401k allows for enrollment in a pre-tax or ROTH option. After one year of service, we will match up to 6% of your salary and the company's contributions are 100% vested immediately. In addition, we may contribute up to an additional 2% of your salary upon meeting certain profitability targets vested over a defined period.

Life Insurance: You may be eligible for company paid life insurance of 2 times your base pay. In addition, the voluntary purchase of additional coverage and dependent life insurance choices are available.

Disability Plans: You may be eligible for short-term or long term disability benefits if you are sick and/or injured and unable to work. This is also company paid.

Flexible Spending Account (Medical/Dependent Care): Our plan allows you to be reimbursed for eligible Health Care and Dependent Care expenses tax free. By participating in this plan, you do not pay federal, state, city, and social security taxes on the money you contribute. Your Growth

Tuition Reimbursement: The program is designed to encourage employees to develop their skills by taking recognized educational courses related to their current or future career goals with the company. Qualified expenses are paid by Starboard up to an annual maximum.

Management Development: Personal and management development courses are available through regularly scheduled training. We provide opportunities to keep your skills current and to make sure you are continually growing, learning, as well as are challenged.

Your Time
Vacation: Starboard associates earn vacation time based on years of service. Depending on the type of position you hold, the amount of vacation you accrue will vary.

Personal Holidays: Our employees are eligible for two paid personal holidays each year based on their start date.

Your Family
Family Medical Leave: Starboard will grant family and medical leave (FMLA) in accordance with the requirements of applicable state and federal law in effect at the time the leave is granted, as designated under the FMLA policy.

Other Great Benefits and Discounts
Employee Assistance Program (EAP): Provides free confidential consultation and referrals on life changing events for you and eligible family members. This benefit provides available access to a certified, professional counselor.

Annual Bonus: May be available to employees who meet or exceed targeted plan goals.

Service Awards: Length of service anniversary milestones are recognized through our Service Award Program.

Cross-Company Discount: You can receive a discount on qualifying merchandise purchased at Starboard; and on items purchased through other qualifying LVMH organizations.

Discounts to Florida amusement parks: family entertainment venues and local events.

If you meet the requirements of this position, we’d love to hear from you! Click the “Apply” button and submit your resume today! If your background and skills match the requirements of the position, our HR team will contact you.

INDUSTRY

Business Services - Other

FOUNDED

1958

WEBSITE

http://www.starboardcruise.com/home/

Guest Services Specialist

Starboard Cruise Services

Miami, FL

About the Company

Starboard Cruise Services

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