Travel Sales and Support Agent - ONSITE - Miramar, FL - US

About the role

Princess Cruises, the world’s leading international premium cruise line, is seeking Travel Sales & Support Agents to join its team. In this role, you will sell Princess North American products to Travel Advisors and, when applicable, direct guests, while providing exceptional service and support. You’ll help drive sales and customer satisfaction, collaborate with coaches and teammates, and thrive in a fast-paced, high-volume Contact Center environment.

This is an onsite position in Miramar, FL. Training will be virtual, followed by in-person nesting during the first two months. Agents must have a dedicated space to participate in virtual training and nesting and will be required to attend in-person huddles, meetings, and coaching sessions.

Responsibilities

• Promptly and professionally answer incoming calls while adhering to established service level standards.
• Use active listening skills to understand customer needs and ensure a positive interaction from start to finish.
• Handle customer questions, concerns, and requests accurately and efficiently by utilizing available systems, resources, and knowledge bases.
• Provide complete and accurate information on every contact.
• Create positive customer experiences by demonstrating professionalism, empathy, patience, and a customer-first approach during every interaction.
• Consistently report to the assigned office location as scheduled, adhering to attendance expectations, work schedules, and workplace standards.
• Support operational needs through on-site collaboration, participation in team activities, and engagement with leadership and peers.
• Work from the designated office location to promote team collaboration, knowledge sharing, training participation, and real-time support.
• Maintain workstation readiness, comply with office policies, and contribute to a productive and professional workplace environment.
• Consistently meet or exceed established Key Performance Indicators (KPIs), including quality scores, adherence, attendance, customer satisfaction, average handle time, productivity, and sales goals when applicable.
• Recognize customer needs and recommend appropriate products, services, promotions, or solutions that enhance the customer experience while supporting business objectives.
• Follow all company policies, standard operating procedures, regulatory requirements, security protocols, and quality standards to ensure consistent and compliant service delivery.
• Effectively navigate customer relationship management (CRM) systems, knowledge bases, phone platforms, and other applications simultaneously while maintaining accuracy and productivity.
• Maintain a professional and courteous demeanor at all times.
• Identify customer needs and recommend additional products or services.
• Meet or exceed sales targets and performance metrics.
• Answer customer inquiries regarding products, services, billing, and account information.
• Maintain a thorough understanding of the company's products and services.
• Effectively communicate product features and benefits to customers.
• Ensure customer satisfaction through effective problem-solving and follow-up.
• Document all customer interactions accurately in the company’s CRM system.
• Serve as the initial point of contact for customers and actively contribute to sales by promoting products and services, upselling, and cross-selling.

Requirements

• One (1) year of experience in sales and customer service roles.
• Experience working in a high-volume call center is preferred.
• Experience in the travel and hospitality industry is preferred.
• Excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.
• Ability to work independently and be self-motivated.
• Proficiency in the use of computer business applications with working knowledge of computerized reservations systems and the ability to troubleshoot issues independently.
• Strong organizational skills and the ability to handle multi-tasking and work under pressure to meet deadlines.
• Self-motivated, coachable, and a logical thinker.
• Must be legally authorized to work in the United States.
• Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).
• Candidates residing within a 45-minute commuting distance of Miramar, FL are eligible only for the onsite Travel Sales & Support role.

Benefits

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement