Customer Relations Agent

Nationwide, USA | Call Center Customer Service | Full-time | Fully remote

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Customer Relations Agent 

 

Job Summary:

We have an opening for Customer Relations Agent to join our Viking Customer Relations team at our corporate headquarters office in Woodland Hills, California (this position is fully remote).

As a key member of our Customer Relations team, you will be handling guests’ needs and post-cruise concerns. Your advocacy will drive greater trust and strengthen Viking’s relationship with the customer while protecting the company brand.  

 

Job Responsibilities:

  • Manage inbound and outbound calls to discuss the guest’s post-cruise experience.
  • Work independently managing a variety of cases that require critical thinking, research, and negotiation skills within short deadlines.
  • Reinforce a customer-centric attitude using strong conflict resolution, negotiation and mediation skills.
  • Support post cruise guest retention efforts through professional compassion focusing on empathy and guest education.
  • Serve as a customer advocate highlighting the guest’s perspective and experiences with the objective of promoting positive change within the organization.
  • Act and communicate on behalf of the executive team.
  • Provide real-time communication of trends, high risk and sensitive situations to management.

 

Job Requirements:

  • Previous project management background dealing with various stakeholders. 
  • Background in research and resolution, this position is highly autonomous.
  • Excellent verbal and written communication skills.
  • Offer exceptional customer service skills with genuine desire to assist guests, teams and colleagues.
  • Maintain trust and responsibility with confidential information.
  • Work well independently.
  • Have professional phone etiquette, business communication, negotiation, and mediation skills.
  • Offer ability to solve practical problems and deal with a variety of variables in situations with inconsistent information, and willing to do what is needed to complete a task.

 

What We Offer You:

  • Highly competitive compensation plan.
    • Hourly compensation range $17.59-$26.45 determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.
    • Employees are eligible for annual discretionary bonus.
    • 401(k) plan with company match.
  • Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
  • Paid training.
  • Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
  • Opportunity to take a free and/or discounted cruise.
  • Highly subsidized gym membership.
  • Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.

 

About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.