Position Summary:
This role is responsible for upholding the standards of the Consumer Outreach Resolutions guest experience. This individual is responsible to promote and deliver a high level of customer engagement and ensure guest satisfaction within the department. This position requires the individual to be an expert in their field with extensive knowledge and experience within their specialty and empowered to make brand policy exceptions in the best interest of the guest and business. This individual is required to build strong relationships with key brand partners and utilize strategic thinking to identify and implement process improvements to benefit the guest, the company and the department.
Responsible for achieving department related KPIs while growing and contributing to overall business objectives, by managing the development and overall performance of the Consumer Outreach Resolutions Organization. This includes Coaches and front-line agents, across multiple sites and multiple countries. Specifically, the Royal brand Consumer Outreach Resolutions Coaches and Agents.
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This role will be responsible for the day-to-day management of a multifunctional team whose primary responsibility is to answer inbound calls from internal and external customers and respond to Guest concerns, service reservations delivering the Royal Way experience. This role is also responsible for providing escalation support, prevention, and intervention as challenges arise. Adapt to the various functions that this team is responsible for and will assist in the development of the Coaches and Team Leads by coaching, providing feedback, and monitoring performance on a consistent basis. This also includes daily communication with the leadership team regarding overall team status, monitoring contact volumes, providing support and guidance to team members, processing reports, maintaining records, department metrics, etc. Model attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management. Ability to communicate in a clear, concise, understandable manner, listen attentively to others, understand material, and provide instructions to team leaders.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Handles management of executive level escalations including final summary communications.
- Resolve all challenges efficiently while strengthening our Guest loyalty to the respective brand. Carefully and efficiently evaluate resolution options and display superior customer service soft skills when directly and indirectly handling escalated situations to a complete and amicable conclusion.
- Makes decisions on special fares, refunds, exceptions to company policy, upgrades, special air arrangements, etc. to ensure the company and guest best interest is met.
- Develops and implements Consumer Outreach strategies and tactics to meet strategic goals. Collaborates across RCCL departments to pursue and develop additional programs and processes to support new policies, procedures and opportunities.
- Provides the Consumer Outreach Resolutions Coaches and Team Leads with goals, coaching and feedback to facilitate their professional growth, the performance of their team, and their contribution to the organization.
- Directs the efforts of the Consumer Outreach leadership staff to optimize general service level goals, other performance objectives, and morale, while enhancing their skills and productivity. Ensures compliance and consistency in the application of company policies, Quality Assurance Standards and optimal resolution of escalation. Makes recommendations to improve efficiencies and customer satisfaction.
- Identify opportunities to develop and/or recommend service skill enhancement tools and training and oversee the use of all sales skill enhancement.
- Effectively manage resources to meet all corporate objectives, determine and measure important metrics to effectively identify areas of strength and areas needing improvement including service levels, abandonment, shrinkage, compliance, QA standards, stateroom category mix/revenue and any other statistical measurements/goals.
- Ensures QA standards and objectives are met and exceeded through program development that is consistent with the strategy described by the business. Ensures on-going fit to strategy recommending re-calibration and/or redesign for shifting priorities or if the program is not producing needed results. Ensures that all members of the Consumer Outreach Resolutions department represent Royal Caribbean International in a manner that enhances our corporate reputation while meeting its strategic goals and objectives.
- Remains visible and approachable to all members of the Consumer Outreach department to ensure open, 2-way communication.
- Recommends, interprets and implements company policies and procedures regarding direct customer bookings. Ensures all employees meet the highest standards of ethical behavior.
- Successfully leads large population of employees and partners with Human Resources in the screening and selection process, on-going employee management, provides developmental opportunities for Consumer Outreach employees, manages the performance improvement/disciplinary processes, ensures the performance appraisal process is completed in a fair and timely manner.
- Interfaces with all internal functions to build effective business relationships, facilitates problem resolution, and process improvements. Appropriately delegates assignments and authority. Maintains strong productive relationships among peers, subordinates and superiors.
- Plays an active role in any required development and execution of both Agent and Coach recognition and reward for the behavior changes necessary to make the organization successful.
- Recommends improvements in product, booking documentation methods, revenue management procedures, service, accounting methods and procedures to management.
- Analyzes trends in call drivers to the Resolutions Department to educate and enhance the overall efficiency of the Sales and Service organizations.
- Supports hiring processes and assists with coordinating training of new staff.
- Ensures compliance with company policy regarding the issuance of service recovery to our guests.
- Attend meetings and trainings and review all new training material to stay up to date on changes to program/policies knowledge, systems, and processes.
- Monitor pending Service Requests and process Siebel administrative action items.
- Conduct trainings regarding simple and complex topics and new programs; support Training Specialists as Subject Matter Experts.
- Performs 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 leadership team.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employee will be required to perform any other job-related duties assigned by their management team.
FINANCIAL RESPONSIBILITIES:
Making sound financial decisions in the execution of service recovery as outlined by senior management.
QUALIFICATIONS:
Bachelor's degree (BA) preferred or equivalent combination of education and experience/training in call center/customer
service.
5+ years of customer service experience
2+ years' call de-escalation experience
Must demonstrate excellent organizational and communication skills and display sound judgment and decision-making abilities.
Extensive training and coaching skills
Advanced level of English Proficiency in verbal and written communication skills and reading required.
KNOWLEDGE AND SKILLS:
Expert on Consumer Outreach Business Rules.
AS400/GUI Required, Microsoft Office, Teams, Siebel applications.
Possess excellent interpersonal skills
Ability to work across departments Excellent communications skills, both written and verbal
Ability to develop relationships with all customers, internal and external, resolve all challenges efficiently while strengthening our guest loyalty to the respective brand
Possess a high level of competency performing the investigation of guest inquiries and complaints about booking(s), product, service, billing, air arrangements, and/or any pre or post vacation experiences
Ability to handle irate or difficult callers who insist on escalating their call to a higher level
Call center background and experience essential to overall operation of business
Strong customer service background essential
Strong record of successful direct to consumer sales and service preferred
Strong business acumen
Ability to achieve results within budget and target deadlines
Ability to grasp/learn complex concepts quickly and independently
Ability to develop and implement strategy for unique business opportunities
Physical Demands:
The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, may travel to other office locations and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employee will be required to perform any other job-related duties assigned by their management team.
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.