Travel Service Specialist (Call Center Customer Service) – Los Angeles
Every great journey begins with a single call. Viking’s growing Customer Service department seeks Travel Service Specialists to help current and prospective guests from our high-volume call center centrally located in Woodland Hills, CA. Successful candidates receive 5-6 weeks paid training before transitioning to the customer service team. If you enjoy a challenging career in a fast-paced environment and our Customer Service focused, apply today, and Set sail for your career with Viking Cruises.
Job responsibilities
* Handle inbound service calls from clients and prospective passengers
* Identify caller needs and resolve conflict to achieve the highest level of customer satisfaction
* Make outbound calls and provide additional information as needed
* Provide technical assistance to callers as needed
* Effectively communicate policies and procedures
* Maintain individual and team service quality goals
* Provide assistance to guests in regard to change requests, itinerary or cruise inquiries, taking payments and other service needs directly related to a booking or customer profile
* Maintain individual service quality goals, and adhere to the Call Center matrix for improved customer satisfaction results
* Ensure accurate and timely service and respond quickly and proactively to customer requests
* Maintain customer records in company CRM tool
Requirements
* Previous call center experience (min. 1 year preferred)
* Strong customer service skills
* Excellent verbal and written communication skills
* Proven ability to provide clients with a first call resolution
* Ability to develop strong client relationships and adjust as needed for each customer
* General knowledge of world geography
Availability requirements
* Evenings
* Weekends
* Holidays
Compensation & Benefits
* Highly competitive compensation plan
* Excellent Medical/Dental/Vision benefits
* 401k with company annual match
* Transportation reimbursement
* Paid training
* Paid vacation
* Paid holidays
* Travel and cruise rewards
* Discounted theater, theme park and movie tickets
* Employee wellness program
* Gym membership
About Viking Cruises
Viking was founded in 1997 and offers destination-focused journeys on rivers, oceans and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers guests “the thinking person’s cruise” in contrast to mainstream cruises. In its first five years of operation, Viking has been rated the #1 ocean cruise line in Travel + Leisure’s 2016, 2017, 2018, 2019 and 2020 “World’s Best” Awards. In addition to the Travel + Leisure honors, Viking has also been honored multiple times on Condé Nast Traveler’s “Gold List” as well as recognized by Cruise Critic as “Best Overall” Small-Mid size ship in the 2018 Cruisers’ Choice Awards, “Best River Cruise Line” and “Best River Itineraries,” with the entire Viking Longships® fleet being named “Best New River Ships” in the website’s Editors’ Picks Awards. For additional information, contact Viking at 1-800-2-VIKING (1-800-284-5464) or visit www.viking.com. For Viking’s award-winning enrichment channel, visit www.viking.tv.
This position is an IN THE OFFICE position. Work remotely temporarily due to COVID-19. You will be required to work in the office once we can safely reopen.