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The Royal Caribbean Group's Celebrity brand has an exciting career opportunity for a full Team Captain, STAR Advocate reporting to the Sales team.
This position will be working from the Wichita offices. Position Summary: The Celebrity STAR Advocate position will support all reservation and group booking sales and service for the brand's North America top trade partners in a high volume, fast paced environment including full support of any Loyalty and post sailing Guest Relations issues as needed. This self-contained team functions as a one stop desk for the select agencies they support and is responsible for delivering best in industry service to these agencies while partnering with Sales to grow this business. This position is required to employ broad judgment and critical thinking skills to handle exception requests and problem resolutions and is universally capable to support any role within the Celebrity TS&S ranks and is responsible for the greatest amount of revenue generation per agent within the department. This role is responsible for assisting the STAR Supervisors with the day-to-day management of the teams while maintaining performance standards for current team . Responsibilities include daily communication with the supervisors regarding overall team status, monitoring contact volumes, providing support and guidance to team members, processing reports, maintaining records, , etc.. This individual will work closely with the team leadership and provide support and assistance regarding several special projects. Occasional travel to support on board support may be required. Agent will be required to provide assistance through Agent Assist Desk, and provide back-up support for the Resolutions department. Must have excellent written and verbal communication skills along with the ability to lead and motivate agents.
Essential Duties and Responsibilities: All duties and tasks associated with STAR Advocate Role and is responsible for maintaining current standards for performance. Acts on behalf of Supervisors when they are unavailable. Provides support and guidance regarding complex issues for agents. Ability to process Siebel Administrative action items, when applicable. Monitoring and reacting to contact volume changes. Processing daily reports, including agent compliance and numerous push reports. Plans and conducts Team Briefings. Key contact for assigned department regarding support and assistance. Assist in managing workload for projects versus call volume and service level needs as they change. Leads the team and provides required support, training and development in the absence of the Supervisor. Assist agents on handling special projects Conducts continuation and recurring training regarding system changes and new programs. Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management. Qualifications, Knowledge, and Skills: Bachelor's degree (BA) from a four-year college or university and one year of related experience; or an equivalent combination of education and experience required. Must have the ability to analyze problems and follow a logical course for its resolution. Must be able to view a situation from all angles and determine the best course of actions, considering all details. At least 6 months experience in STAR is preferred. Excellent communication skills required. KNOWLEDGE AND SKILLS: LANGUAGE: Ability to write reports, memos and business correspondence. Ability to read and comprehend complicated instructions, shore correspondence, memos and procedure manuals. Ability to effectively present information in one-on-one and small group situations. INTERPERSONAL: Ability to work, interact, and communicate with external/internal customers at all levels. Ability to build and maintain successful business relations. MATHMATICAL: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts. REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram from. Ability to deal with problems involving several concrete variables in standardized situations. DECISION MAKING: Ability to make decisions in situations where multiple variables and tight deadlines exist, assess complex situations, and make mutually beneficial decisions where limited standardization exists, and assess the most complex and non-routine situations. SYSTEMS: Knowledge of AS400 or similar reservations system required. Microsoft office applications experience preferred. We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment. #LI-AZ1
