Job Description

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Princess has introduced Medallion Class Vacations. This award-winning innovation offers the fastest way to an effortless, personalized vacation.

We’re looking for amazing Travel Sales & Support Agents to join our team. In this role, you’ll sell Princess North American products to Travel Advisors and, when applicable, direct guests, while providing exceptional service and support. You’ll help drive sales and customer satisfaction, work collaboratively with coaches and teammates, and stay adaptable in a fast-paced, high-volume Contact Center environment. Agents will be cross-trained to support other onsite teams and serve as subject matter experts on Princess products, policies, and programs.

This is an onsite position in Miramar, FL. Training will be virtual, followed by nesting during the first two months. Agents must have a dedicated space to participate in virtual training and nesting and will be required to attend in-person huddles, meetings, and coaching sessions.

Here’s a summary of what Princess is looking for in its Travel Sales and Support Agent. Is this you?

Responsibilities

• Promptly and professionally answer incoming calls while adhering to established service level standards. Use active listening skills to understand customer needs and ensure a positive interaction from start to finish. Handle customer questions, concerns, and requests accurately and efficiently by utilizing available systems, resources, and knowledge bases. Provide complete and accurate information on every contact. Create positive customer experiences by demonstrating professionalism, empathy, patience, and a customer-first approach during every interaction.
• Consistently report to the assigned office location as scheduled, adhering to attendance expectations, work schedules, and workplace standards. Support operational needs through on-site collaboration, participation in team activities, and engagement with leadership and peers. In-office attendance is a requirement of this position.
• Work from the designated office location to promote team collaboration, knowledge sharing, training participation, and real-time support. Maintain workstation readiness, comply with office policies, and contribute to a productive and professional workplace environment.
• Consistently meet or exceed established Key Performance Indicators (KPIs), including quality scores, adherence, attendance, customer satisfaction, average handle time, productivity, and sales goals when applicable.
• Recognize customer needs and recommend appropriate products, services, promotions, or solutions that enhance the customer experience while supporting business objectives.
• Follow all company policies, standard operating procedures, regulatory requirements, security protocols, and quality standards to ensure consistent and compliant service delivery.
• Effectively navigate customer relationship management (CRM) systems, knowledge bases, phone platforms, and other applications simultaneously while maintaining accuracy and productivity.
• Maintaining a professional and courteous demeanor at all times. Identifying customer needs and recommending additional products or services. Meeting or exceeding sales targets and performance metrics. Answering customer inquiries regarding products, services, billing, and account information. Maintaining a thorough understanding of the company's products and services. Effectively communicating product features and benefits to customers.
• Ensuring customer satisfaction through effective problem-solving and follow-up. Documenting all customer interactions accurately in the company’s CRM system.
• Travel Sales & Support agent serves as the initial point of contact for customers. Travel Sales and Support agent can actively contribute to sales by promoting products and services, upselling, and cross-selling. Your ability to handle inquiries and resolve issues efficiently directly affects how customers perceive the company. By providing personalized and empathetic support, agent foster positive customer relationships, leading to increased loyalty and repeat business.

Please note: Candidates residing within a 45‑minute commuting distance of Miramar, FL are eligible only for the onsite Travel Sales & Support role.

Requirements

• One (1) year experience in positions in the area of sales and customer service
• Experience working in a high-volume call center is preferred
• Experience in the travel and hospitality industry preferred.
• Must have excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.
• Must be able to work independently and be self-motivated since you will be working from home.
• Proficiency in the use of computer business applications with working knowledge of computerized reservations systems with the ability to trouble shoot issues independently from home.
• Organizational skills and the ability to handle multi-tasking and work under pressure to meet deadlines.
• Self-motivated, coachable and a logical thinker.
• Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).
  
  

What You Can Expect:

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development

• Tuition & Professional Certification Reimbursement

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.princess.com/aboutus/culture-framework/.

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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