Fun Expert Agent Jan 2027 FL, GA, TX, NC Only

About the Role

The Agent, Fun Expert identifies where the guest is in the booking journey, plans possible itineraries, answers vacation planning questions, and submits future leads to the outbound team. This role converts sales calls into cruise bookings, upsells staterooms, and explains and offers cruise vacation protection. The incumbent also services incoming technical calls pertaining to the company's website and self-service bookings, and assists customers with pre-cruise sales.

Key Responsibilities

• Handles incoming calls from guests and travel advisers experiencing technical issues with Carnival's website, Travel Agent Portal (GOCCL), Funshops, Online Check-in, and Pre-Sale portals.
• Troubleshoots user-facing technical issues and escalates more complex issues needing IT support via the case-generating IT system.
• Completes pre-sale transactions and provides guidance to guests on navigating cruise manager and other self-service applications.
• Answers questions related to shore excursions, including ticket availability and excursion distances, and assists guests with comparing excursion options.
• Handles incoming calls to service fun shop inquiries and processes fun shop and gift orders.
• Guides travel advisers through Goccl functions and features, including creating online profiles and bookings, and educates them on available resources.
• Handles incoming sales calls from consumers interested in booking a cruise vacation, documents consumer preferences and needs, and submits notes as leads to the outbound sales team.
• Participates in feedback and coaching sessions, contributes to team meetings, and participates in on-going training.
• Supports other areas by handling incoming service calls during peak times.
• Performs other duties as assigned.
• Complies with all policies and standards.

Requirements & Tech Stack

• High School Diploma
• 6 months - 1 year previous sales and customer service experience.
• Must have your own equipment; Macbooks, Chromebooks, and iPads are not supported.
• High-speed internet is required; WiFi-only setups are not permitted.
• Quiet, distraction-free workspace is required.
• Ability to work various assigned schedules, including evenings and weekends.
• Consistent and reliable attendance is an essential function of the role.
• MACBOOKS, Chromebooks and iPads are not supported.
• High-speed internet is required; WiFi-only setups are not permitted.

Knowledge, Skills, & Abilities

• Working knowledge of Tour Operator Gateway, Goccl Admin Tool, Glasstable, Fun Shops, and Log on as User through Carnival Dash.
• Knowledge of Microsoft Office products.
• Demonstrates creative problem-solving skills.
• Ability to provide thorough and complete information regarding booking a cruise, including quoting promotions and targeted offers.
• Ability to explain technical information to guests clearly.
• Excellent verbal and written communication skills.
• Ability to effectively prioritize and manage time.
• Ability to demonstrate excellent adherence to schedule.
• Ability to multi-task across multiple systems and applications.
• Can engage, explaining step-by-step vacation solutions with patience and an approach tailored to each individual guest.
• Proactive approach to privacy and security.
• Must be able to remain in a stationary position at a desk and/or computer for extended periods.

Training & Schedule

• Initial Training: 7 consecutive weeks.
• Training Schedule:
• 1st 5 weeks: Monday – Friday | 9:30 AM – 6:30 PM EST
• 2nd 2 weeks: Monday - Friday | 1:30 PM – 10:00 PM EST
• Full-time role: Must be able to work 1:30 PM - 10:00 PM during the week and 1 weekend day shift from 9:00 AM - 6:00 PM EST.

Location

• Remote (FL, GA, TX, NC Only)
• This is for the January 2027 class.