Description JOB SUMMARY: The Specialist, Casino Sales & Support is the primary contact for servicing incoming calls from direct Carnival and land-based casino guests and travel partners. The incumbent in this role is responsible for sales and service to casino guests which includes, new casino bookings, booking upgrades, and reservation changes. The Specialist, Casino Sales and Support resolves issues and inquiries via phone support while delivering an outstanding guest experience. Excellent attendance and punctuality is an essential function. ESSENTIAL FUNCTIONS: - Handles inbound sales and service calls with varying degrees of complexity from casino guests. - Serves as the primary customer service representative in processing or responding to customer concerns and/or inquiries. - Expected to meet and/or exceed departmental productivity standards and goals while maintaining a high level of guest satisfaction. - Updating promotions on reservations and/or waives penalties and fees to resolve issues and maintain guest’s goodwill. - Collaborates with cross-functional departments to respond in a positive and expedited manner. - Partner with internal departments such as PVP’s, Services, and Fun Experts, to assist casino guest bookings and maximize booking revenue. - Actively participate in on-going feedback and coaching sessions from Quality Assurance, Coaches, as well as contribute to team meetings. - Perform call-backs/projects to service casino guests as requested by the executive casino host, our casino operations team and/or other members of management/lead department. - Performs other duties as assigned - Complies with all policies and standards QUALIFICATIONS: - High School Diploma required - 1+ years of Customer Service Call Center experience required - Navigating through and handling escalated issues required - Must have high speed internet - Must be able to attend 6 weeks of training M-F 9:30-6:30pm est - After training, you must be able to work 1:30-10pm est, including a weekend day from 9:30-6pm est Knowledge, Skills and Abilities: - Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams, Viva Engage) - Must be able to work in a fast-paced environment with a heavy call volume. - Demonstrated ability to prioritize multiple tasks. - Excellent verbal and written communication and organizational skills. - Ability to complete multiple projects, implement decision strategies and effectively communicate to upper management. - Must have a high level of interpersonal skills. - Ability to work well on a team and independently. - Ability to be a self-starter with a strong work ethic - Experience navigating through and handling escalated issues. - Have a passion for delivering exceptional customer service using internal tools to