Customer Service Representative- Remote

Every great journey begins with a single call. Viking’s growing Customer Service department seeks Travel Service Specialists to help current and prospective guests. Successful candidates receive 5-6 weeks paid training before transitioning to the customer service team. Looking for a challenging, yet rewarding career in a fast-paced environment?

Job responsibilities

• Handle inbound service calls from clients and prospective passengers
• Listen, assess caller needs and resolve conflict to achieve the highest level of customer satisfaction
• Make outbound calls and provide additional information as needed
• Provide technical assistance to callers as needed
• Effectively communicate policies and procedures
• Maintain individual and team service quality goals
• Provide assistance to guests regarding change requests, itinerary or cruise inquiries, taking payments and other service needs directly related to a booking or customer profile
• Maintain individual service quality goals, and adhere to the Call Center matrix for improved customer satisfaction results
• Ensure accurate and timely service and respond quickly and proactively to customer requests
• Maintain customer records in company CRM tool

Requirements

• Previous call center experience (min. 2 year preferred)
• Strong customer service skills
• Excellent verbal and written communication skills
• Proven ability to provide clients with a first call resolution
• Ability to develop strong client relationships and adjust as needed for each customer
• General knowledge of world geography

Position Technical & Home Office Requirements

• Proficiency with basic computer applications and equipment
• MS Office products (Excel, Outlook, and Word)
• Web conferencing software (Zoom, Teams)
• Windows Sound and Video Settings
• Must be able to provide:
• A distraction-free workspace/environment
• Space for a desktop computer with two to three monitors
• Stable powersource and internet connection:
• Dedicated high-speed internet (minimum) of 25 Mbps Upload and Download Speeds) and ethernet connection
• Connection cannot be Wireless, Wi-Fi extenders, Wi-Fi repeaters, MiFi's, or Hotspots
• Ability to ‘plug in’ your equipment to your Modem/router during work times

What we offer you:

• Highly competitive compensation plan
  • Base Hourly Range is $15.08-$20.70 / hour (determined by a number of factors, such as geographic location). As a result, employees working full-time for a complete year typically expect to earn between $31,366 to $43,056, depending on the number of hours worked, plus overtime.
  • Full time employees are also eligible for bonus/benefits.
• Full benefits including medical, dental, vision and life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking)
• Paid training, 6 paid holidays per year and a 401(k) plan with company match
• Employees accrue up to 15 days of vacation after 90 days of employment
• Employees accrue 1 hour of sick time for every 30 hours worked (use rules vary by location)
• Opportunity to take a free and/or discounted cruise
• Highly subsidized gym membership
• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name
• Pride and excitement of joining an award-winning team, previously named #1 in ocean, #1 in river and #1 in customer service.

About Viking

Viking was founded in 1997 with the vision that travel could be more destination focused and culturally immersive. In 2000, the company purchased Europe’s KD River Cruises in order to grow its fleet, to leverage 40 years of river cruising experience and to acquire rights to prime docking locations in key European cities.

The company expanded into the American market in 2000, establishing a sales and marketing office in Los Angeles, California. Since then, Viking has grown to be the leading small ship travel company, offering river, ocean and expedition voyages on all seven continents.

With an operational office in Basel, Switzerland, Viking provides destination-focused itineraries for curious travelers. Each journey includes a shore excursion in every port and an onboard and onshore enrichment program that provides deep immersion in the destination through performances of music and art, cooking demonstrations, informative port talks and carefully selected guest lecturers.

With 250 awards to its name, the company currently operates a fleet of state-of-the-art ships that have received numerous accolades since their launch from industry experts and travelers alike. Viking was voted the #1 River Line and the #1 Ocean Line by Travel + Leisure in the 2022 World’s Best Awards. Viking is also rated #1 for both Rivers and Oceans by Condé Nast Traveler, becoming the first cruise line ever to simultaneously earn #1 in its categories from both publications.

Viking marks its 25th anniversary in 2022; by the end of the year, Viking will have welcomed two new identical expedition ships, as well as two new identical ocean ships, new Viking Longships® in Europe and new purpose-built vessels for the Nile, Mekong and Mississippi rivers.