• Seeks and recommends solutions to repetitive problems within the Call Center that agents are
encountering as a part of their everyday call processes. Ability to recommend improvements in
booking, documentation methods, revenue management procedures, service, accounting
methods and procedures, etc. to prevent future complaints of a similar nature in these areas
• High level of expertise in performing the investigation of travel agent / guest complaints about
booking(s), product, service, billing, air arrangements, and/or any pre or post vacation
experiences. Also, must demonstrate an ability to handle irate or difficult callers as the candidate
will be answering calls for the Customer Service Department as needed
• Make recommendations to management for improvements in product, booking documentation
methods, revenue management procedures, service, and service recovery
• Must be able to offer agents extensive knowledge on Customer Service situations and will serve
as a knowledge base for Guest Relations team members. Utilizes expertise in Celebrity brand
• Will assure that service levels are being maintained throughout the Guest Relations department
through constant monitoring and identification of problems that are impacting operations
• Follow-through recommended adjustments to ensure customer satisfaction
• Enter information into computer to obtain computerized records
• Perform other duties as required. This job description in no way states or implies that these are
the only duties to be performed by the employee occupying this position. Employees will be
required to perform any other job-related duties assigned by their supervisor or management

Qualifications, Knowledge, and Skills:
• Bachelors degree (BA) preferred; or two to three years customer service experience; or equivalent
combination of education and experience
• One year experience with the company is required
• The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of the job
• Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions
• Must be able to work with other departments and use strong analytical and problem solving skills
while demonstrating excellent communication skills, both written and verbal
• While performing the duties of this job, the employee is regularly required to sit and talk or hear.
The employee is occasionally required to stand and walk. Specific vision abilities required by this
job include close vision, and ability to adjust focus
• Must be able to work a variety of schedules following the departmental hours of Mon-Fri 7 AM -
7 PM CST, Sat-Sun 9 AM- 6 PM CST