Resolution Specialist - REMOTE

Job Description

Join Our Team and Help Create Unforgettable Guest Experiences.

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.

We are seeking dedicated and enthusiastic Resolution Specialists to join our Contact Center Sales and Support teams. As a Resolution Specialist you will play a vital role in ensuring seamless communication between internal staff and external customers, resolving inquiries, and supporting the Contact Center. If you are passionate about customer service and thrive in a dynamic environment, we encourage you to apply.

• Answer incoming calls and emails from both internal and external customers, providing prompt and professional assistance.
• Serve as the primary point of contact for resolving problems and addressing concerns related to reservations.
• Assist management and colleagues with problem resolution and policy clarification.
• Excel in problem analysis and demonstrate a strong ability to work effectively in ambiguous situations and think creatively beyond conventional boundaries to balance guest satisfaction and company objectives.
• Strengthen contact center staff performance by sharing available resources and best practices for excellent customer service.
• Resolve questions and issues received via email with a focus on service excellence.
• Stay informed about changing policies, procedures, and promotional offers to accurately support guests, travel advisors and staff.
• Serve as a resource for special projects.
• Act as a backup for Reservation Sales Agents during times of high volume or absences to maintain service levels.

• Excellent communication and interpersonal skills.
• Strong negotiation abilities and a customer‑centric approach.
• Must demonstrate strong proficiency in Microsoft O365 applications as well as a strong overall computer literacy.
• Ability to multitask and prioritize effectively in a fast‑paced environment.
• Demonstrated ability to maintain confidentiality and exercise sound judgment.
• Capacity to work independently under pressure and adapt to changing circumstances.
• Passion, enthusiasm, and dedication to creating memorable guest experiences.
• Accountability, honesty, fairness, and consistency in all interactions.
• Open‑mindedness and a collaborative spirit, promoting teamwork and mutual success.
• Travel industry experience recommended but not required.

• Flexible scheduling is essential.
• Some overtime or extended shifts may occur during peak seasons or special projects.
• January and February are our busy time and personal time off will be limited or not available. We are open most holidays and overtime may be mandatory as needed.
• Position operates in a fast‑paced call center environment with frequent guest and staff interaction.

If you are selected, Holland America Line will provide you with work equipment. In order for your residential internet to support our business model, your residential internet must meet the following requirements:

• Must have high‑speed, non‑satellite, non‑dial‑up internet, no cellular/mobile internet providers.
• Must meet the required minimum download and upload speeds of 50 MPS down and 6 MPS Up.
• Must not have a data cap.
• Must have computer hard‑wired to the modem, Wi‑Fi is not compatible with our phone system.

The hourly rate of pay will be $18.00. This position is considered non‑exempt in accordance with the Department of labor and Fair Labor Standards Act. Paydays are every other week with 26 pay periods per annum. An annual schedule of pay periods is provided on the company intranet for reference. New employees with less than three (3) full months of service in the fiscal year for which performance is being measured are not eligible for a merit increase, and the first merit adjustment is deferred to the following year.

Please note that this position will begin on September 8th, 2026.