The Guest Care Recovery Unit Agent is responsible for communicating and responding via written correspondence and inbound/outbound calls to guests for post-cruise concerns related to Lost or Damaged Luggage (guest and crew), Photo inquiries and items not picked up at Pixels, Lost & Found items, sort through Guest Care mail received, ensure Guest Care Accounting checks are mailed out in a timely manner, and pick up/deliver items left onboard.

Essential Functions:

Efficiently manage and service all incoming inquiries regarding related to Lost or Damaged Luggage (guest and crew), Photo Inquiries/items not picked up at Pixels and Lost & Found items (green bags), with promptness and professionalism via email and/or phone calls. Ensure delivery of timely updates to guests on matters requiring thorough research. Collaborate closely with Airlines, Ports, and FedEx to resolve issues efficiently. Initiate iCare files and accurately document guest interaction, issue type, detailed information regarding root cause of the issue and resolution. Maintain and input precise compensation data to ensure refunds/credits are processed correctly. Work closely with guests and/or crew members, as well as representatives from airlines and Port Services, to meticulously coordinate the transportation and delivery of luggage. Additionally, you may need to liaise with various parties to address any specific requirements or preferences related to the delivery process. In certain instances, you will also assist in collecting shipping charges, ensuring that all financial aspects of the delivery are properly managed and accounted for Manage the retrieval and delivery of Guest Care items from the Mail Room, ensuring prompt pickup and drop-off according to established procedures. In addition to this task, you will also be responsible for rotating through a variety of other duties as needed. Utilize the Chargerback application to verify that guests have made the necessary payment for shipping charges associated with lost and found items. Once payment is confirmed proceed with packing and shipping the item promptly and efficiently. Responsible for rotating through a variety of tasks department during peak periods, including providing administrative support to the Support team. This involves the flexibility to adapt to varying work volumes, such as assisting with photo/video case research, PRU, and handling correspondence call-backs.

Qualifications:

High School Diploma required.  Associate’s degree in business administration or business management preferred. 1+ years  in Customer service experience, call center environment, in travel or similar industry required

Knowledge, Skills & Abilities:

Proficient in Microsoft Outlook, Word/Excel. Ability to work independently to resolve problems and queries based on experience. Technical knowledge and adept at navigating multiple programs and applications simultaneously. Excellent English written/verbal communication skills Track record of delivering exceptional guest or client experience. Customer focus and adaptability to different personality types Strong conflict resolution and de-escalation skills. Ability to multi-task, set priorities and manage time effectively Highly detail oriented and thorough with excellent documentation skills and sense of personal accountability.

Physical Demands:  Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. Requires regular movement throughout CCL facilities. Must be able to lift in excess of 50 pounds. May need to stand for long periods of time.

Travel:  No travel.

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential. May be requested to work of different shift.

Specific Work Conditions:  Must be willing and able to work from the Doral office. Assigned schedules will vary and may be changed at any time based on business need. Must be willing and able to work Saturday shifts if there is a business need.

This position is classified as “in-office.”  Because of the nature of the role, employees are required to work from a designated Carnival office in South Florida five days each week.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area. 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

Health Benefits:  Cost-effective medical, dental and vision plans  Employee Assistance Program and other mental health resources  Additional programs include company paid term life insurance and disability coverage   Financial Benefits:  401(k) plan that includes a company match  Employee Stock Purchase plan  Paid Time Off  Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.   Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.  Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.    Other Benefits  Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends  Personal and professional learning and development resources including tuition reimbursement   On-site Fitness center at our Miami campus  Health Benefits:  Cost-effective medical, dental and vision plans  Employee Assistance Program and other mental health resources  Additional programs include company paid term life insurance and disability coverage   Financial Benefits:  401(k) plan that includes a company match  Employee Stock Purchase plan  Paid Time Off  Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.   Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.  Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.    Other Benefits  Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends  Personal and professional learning and development resources including tuition reimbursement   On-site Fitness center at our Miami campus 

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