Operations Agent

About the Role

Operations Agent is responsible for effective coordination of all booking aspects after creation. This can include manifesting, reservation accounting processes, irregular operations tasks, and other operational tasks as seen below. Full-time position available to work remotely as long as you live in one of these states: AR, AZ, FL, LA, MN, TX, and WI.

Responsibilities

• Operational Tasks: Execute assigned tasks related to voyage processing, ensuring timely completion; handling Outbound and Inbound calls, chats, and emails; and SmartSheet interactions to effectively align bookings with voyages.
• Irregular Operations: Act as contact agent for TA/Guests to coordinate irregular operations.
• Manifesting: Assist with basic manifesting functions as assigned by the Documents & Manifests lead.
• Reservations Accounting: Assist with basic accounting functions as assigned by the Res Accounting lead. This will include contacting TA/Guests for open and past due balances.
• Guest Support: Assist with overflow service calls during peak times in the Call Center as required.
• Booking Processes: Coordinate all aspects of bookings, from creation to completion, ensuring accuracy and efficient operations to meet company KPIs.
• Team Leadership: Coach and mentor Ops team members to improve performance and assist with onboarding new Ops team members.
• Other Duties as assigned by management.

Qualifications

• Excellent written and verbal communication skills.
• Ability to work collaboratively across departments and adapt to changing priorities.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
• Self-starter with excellent task management skills.
• Intermediate proficiency in all Microsoft Office programs, with the ability to teach their primary usage(s).
• Familiarity with or willingness to adopt AI-powered platforms (e.g., Copilot, CRM, automated workflows, data analysis tools) is a plus.
• Cruise or tour operations / reservations experience preferred.

Work Environment

This position works remotely. The work environment is home-office based, requiring reliable internet connectivity and the ability to participate in video meetings and collaborative digital workflows. This role requires the ability to work a varied schedule based on business needs, including early and late shifts and occasional weekends.

Benefits

• Medical, Dental & Vision
• HSA & FSA
• Life & Disability
• Accident, Hospital & Critical Illness
• Pet Insurance
• Vacation, Sick Time and paid Holidays
• 401(k) with Company Match
• Employee Assistance Plan
• Education Assistance
• Employee Discounts & Travel Deals