Guest Service Specialist

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 inquiries in 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.