Title:  Specialist, Cruise United Airlines PT (Paisly)

Position Summary 

Ready for an opportunity where you’re able to help connect people with their friends and family by setting up experiences that will become some of their most priceless vacation memories ever? By joining our team as a Cruise Specialist for the United Airlines (UA) product at Paisly, you’ll play a key role in helping customers plan and book their dream cruises. If you enjoy connecting with customers on a deeper level and making dream cruises come true, then this is the perfect opportunity for you! 

Our Specialist, Cruise UA crewmembers work in a virtual call center environment, providing exceptional customer service through incoming calls to book and service cruise vacations for our Paisly UA customers. Through ongoing training and development, you will continuously build the skills needed to excel in your role and provide memorable experiences for our customers.

Essential Responsibilities

• Handle calls regarding general information about cruise packages, including standalone cruise reservations and cruise packages.
• Sell and close cruise products via incoming calls.
• Document customer contract details into the reservation system.
• Make determinations on all aspects of a booking including schedule availability, fares and fees.
• Research flight information and look up general airport information.
• Provide a one-call resolution for every customer.
• Have significant attention to detail; ability to multitask frequently.
• Respond to emails and other correspondence regarding company products.
• Resolve general customer service questions through effective customer service techniques.
• Successfully complete a four (4) week classroom training and on-the-job training.
• Continuously remain proficient in Paisly processes, policies, products, and offerings.
• Attend scheduled business partner meetings and other training in the support center, as necessary.
• Other complex projects and duties as assigned.

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma.
• Two (2) years of customer service experience.
• Successful completion of Paisly training once hired.
• Demonstrate proficiency in reading, writing, and speaking English.
• Demonstrate proficiency in reading, writing, and speaking Spanish through a language assessment (Bilingual role only).
• Flexible and able to work at any time, including nights, weekends and holidays.
• Reside in the designated calling area.
• High-speed internet connection (100 MBPS download speed and 50 Mbps upload speed).
• Provide a safe and professional office-work environment, free from background noise and distraction.
• Attend mandatory in-center trainings and meetings.
• Effective problem-solving skills with the ability to work independently to book travel and resolve customer issues efficiently.
• Proven track record of success in sales and customer service, with strong persuasive communication and goal-oriented performance.
• Available for occasional overnight travel (10%).
• Must pass a ten (10) year background check.
• Must be legally eligible to work in the country in which the position is located.
• Authorization to work in the US is required, this position is not eligible for visa sponsorship.

 Preferred Experience and Qualifications

• One (1) year of cruise sales experience.
• One (1) year of experience using iSell or similar cruise booking software.
• Two (2) years of vacation packaging experience.
• Two (2) years of customer service experience.
• Previous reservations/call center experience.
• Ability to work independently and contribute to the development of a growing team environment.
• Excellent verbal (telephone) and written communication skills.
• Excellent organizational skills.
• Effective research skills including the ability to analyze information, make determinations and issue reports in accordance with company guidelines.
• Ability to send and receive email correspondence.
• Ability to initiate searches for miscellaneous travel-related information on the internet.
• Highly motivated self-starter with the ability to multitask.

Crewmember Expectations

• Regular attendance and punctuality.
• Potential need to work flexible hours and be available to respond on short notice.
• Able to maintain a professional appearance.
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft.
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position. 

Equipment

• Computer and other office equipment.

Work Environment

• Shift bid schedule, including nights, weekends, holidays, and overtime.
• Mandatory overtime may be required to cover irregular operations which occasionally cause extended workdays.

Physical Effort

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary).