Travel Sales and Support Agent - ONSITE - Miramar, FL

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.

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.

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?

• 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…