Customer Service Representative
Viking Cruises3.4
Tempe, AZ
Job description
$43,000 a year

  • This is a 100% remote work from home opportunity.
You must reside in one of the below states to be eligible:
AL, AK, AZ, CA, CO, FL, GA, IN, KY, LA, ME, MT, NJ, NY, OK, OR, PA, RI, TX, UT, WI

Every great journey begins with a single call. Viking’s Customer Service department seeks to add Travel Service Specialists to join our growing team. Successful candidates receive 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

Effectively and empathetically assist a high volume of customers with their existing bookings
Listen, assess, and resolve customer questions and concerns to achieve the highest level of customer satisfaction
Make outbound calls and provide additional information as needed
Ensure accurate and timely service and respond quickly and proactively to customer requests
Clearly communicate company policies and procedures
Maintain individual and team service quality goals
Assist guests with general 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
Provide technical assistance to callers as needed
Maintain customer records in company Microsoft Dynamics CRM tool

General Requirements

Previous call center experience (2+ years) in high volume call center
Excellent verbal and written communication skills with high level of attention to detail
General PC skills, including experience with Microsoft Office
Proven ability to provide customers with a first call resolution
Ability to problem solve and think outside of the box to find solutions for complex inquiries
Ability to develop strong customer relationships and adjust as needed for each customer
Adaptable to change and willing to accept coaching and feedback
General knowledge of world geography

Technical/Home Office Requirements

High speed internet access (minimum 20mbps download/upload speed) on a line dedicated exclusively to connect with Viking equipment
Direct ethernet connection to modem/router (Wireless connections, Wi-Fi extenders, Wi-Fi repeaters, MIFI and/or personal hotspots are not compatible with Viking equipment)
Distraction free workspace with desk that can accommodate a computer, telephone and 2 monitors

Compensation & Benefits

Excellent Medical, Dental, Vision, Life and Disability Insurance benefits at a highly subsidized rate
401(k) with company annual match
Paid training, vacation, and holidays
Opportunity to take a free and/or discounted Viking cruise
Other travel discounts through IATA
Discounted theater, theme park and movie ticket

About Viking

Viking was founded in 1997 and offers destination-focused journeys on rivers, oceans and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers guests “the thinking person’s cruise” in contrast to mainstream cruises. In its first five years of operation, Viking has been rated the #1 ocean cruise line in Travel + Leisure’s 2016, 2017, 2018, 2019 and 2020 “World’s Best” Awards.

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Company details

Headquarters

5700 Canoga Ave Woodland Hills, CA 91367 United States

Employee

5001 to 10000

Revenue

$25M to $100M (USD)

Industry

Restaurants, Travel and Leisure

Company Description
In 1997, Viking was founded in Russia. Through rapid expansion, the company has grown to be a leader in both river and small ship ocean cruising, with US headquarters in Los Angeles, California and operational headquarters in Basel, Switzerland. Today, Viking operates more than 60 state-of-the-art river ships and an award-winning ocean fleet, providing destination-focused, culturally enriching itineraries designed for travelers with an interest in geography, culture and history. RIVER CRUISES On Europe’s rivers, the award-winning Viking Longships offer a variety of staterooms, including true two-room suites, along with a restaurant, a bar and lounge, a library, an expansive sun deck and al fresco dining on the Aquavit Terrace. Ranging from 8 to 23 days, river itineraries feature Europe’s Rhine, Main, Danube, Seine, Rhône, Douro, Moselle, Elbe, Dordogne, Garonne and Gironde; Russia’s Volga, Neva and Svir; Ukraine’s Dnieper; Egypt’s Nile; China’s Yangtze; and Southeast Asia’s Mekong. OCEAN CRUISES In 2015, Viking introduced its first 930-guest ocean ship. Over the next three years, the fleet grew to five sister ships. The sixth, Viking Jupiter, joins them in 2019 with four more yet-to-be-named ships scheduled to launch by 2023. Each boasts a private veranda in every stateroom, a choice of restaurants, the most al fresco dining at sea, an infinity pool, a Nordic-inspired spa, thoughtfully curated book collections throughout the ship and more. Designed to maximize the amount of time travelers spend in their destination, ocean itineraries include base and combination cruises sailing to Scandinavia and Northern Europe, the Mediterranean, the Caribbean, Australia and New Zealand, Asia, Alaska, the Americas and Africa.
Company ratings
  • Overall
    3.4
  • Company & Benefits
    3.7 / 5
  • Culture & Values
    3.1 / 5
  • Career Opportunities
    2.9 / 5
  • Work/Life Balance
    3.1 / 5
  • Senior Management
    2.8 / 5
Company reviews
"Micromanagement "
Former EmployeeService Technician
Management sucks, no room for error . Poor training. Great pay, but stressful. People are constantly leaving the company, people are always confused. I suggest more training

"Great place to work"
Current EmployeeSenior Manager
I was a little nervous based on some reviews when I started but from what I've seen the last year, it's been far from the negative comments. Management gives me opportunities to take on projects and helps guide me when needed. I feel a sense of ownership in what I do. As far as perks, the company takes good care of us. From great healthcare and time off.

"worst management I've ever worked for"
Former EmployeeAgent
one of the benefits is going on a free cruise. good luck trying to get the time off, oh if management doesn't like you, you won't ever go on a cruise they have the final say. extremely unprofessional.
Pros:
Cons:

"Extreme Micromanagement"
Former EmployeeTravel Consultant
Management needs to be on the same page as their departments with policies and procedures. Management always seems to be in the dark in terms of policy changes or new information that customer service is supposed to know with limited training or time to intake the information. Employees are penalized due to no fault of their own in terms of metrics due to faulty equipment and system crashes. Extreme micromanagement in terms of metrics but little to no support in customer or travel agent escalations. Any issues brought to management are met with gas lighting comments, passive aggressiveness and belittlement. low morale high stress environment seems to be the culture at viking, needs a reset starting with management.