Position Title: Web Chat Service Specialist
Location: Woodland Hills, CA
The Company: Viking
At Viking, we foster a challenging, fast-paced work environment with a focus on small teams, action, and continuous improvement. We believe the best results come from investing in our employees. We are proud to employ approximately 7,000 of our own staff worldwide.
We are seeking highly motivated and customer focused service specialists to join our Woodland Hills team. In this position you will handle inbound service chats from consumers, identify their needs, and act as a Viking subject matter expert. If you are motivated and driven to succeed apply today and set sail for your career with Viking.
Position Responsibilities:
Handle inbound service chats/ calls from consumers and prospective passengers, identify their needs and resolve conflict to achieve the highest level of customer satisfaction
Aid consumers regarding change requests, cruise inquiries, processing payments, and other consumer related needs
Maintain individual service quality goals, and adhere the Call Center best practices 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
Adhere to set schedule
Position Requirements:
Previous service experience and a proven track record of success
Coachable, highly motivated, and driven to succeed
Excellent written communication (grammar, spelling, and punctuation)
Excellent spoken communication
Good time management and multi-tasking skills
Ability to type 40+ words per minute
Knowledge of MS Office, Outlook, and strong PC skills
Ability to work flexible schedules, including evenings, weekends, and holidays
Customer focused with the goal to deliver a great experience
Ability to develop strong client relationships and adjust as needed for each customer
High attention to detail and accuracy
Assume and perform other duties and responsibilities, not specifically outlined herein, as requested
Preferred Qualifications:
Previous call center experience
Previous web chat experience
General knowledge of world geography
College degree
Availability requirements
Evenings
Weekends
Holidays
Compensation & Benefits
Highly competitive compensation plan
Excellent Medical/Dental/Vision benefits
401k with company annual match
Paid training
Paid vacation
Paid holidays
Travel and cruise rewards
Discounted theater, theme park and movie tickets
Employee wellness program