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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. We give our guests the Medallion Class experience others simply can’t.

We’re looking for an amazing Cruise Vacation Planner Support Agent to fill this role. The Cruise Vacation Planner Support Agent plays a key role in supporting Princess Cruise Lines’ Sales organization by assisting Cruise Vacation Planners (CVPs), managing assigned outbound dialing campaigns, and providing exceptional service to inbound guests.

This position ensures continuity of service and sales support for assigned CVPs and acts as an extension of the broader Sales team by handling pre-cruise inquiries, processing bookings, upselling Princess products, and capturing incremental revenue opportunities. In addition, the CVP Support Agent may be assigned to outbound sales initiatives or to support inbound volume and sales during peak periods.

By balancing service and sales responsibilities, this role helps ensure that guests receive timely, accurate, and professional support—enhancing both guest satisfaction and conversion results.

Here’s a summary of what Princess is looking for in its Cruise Vacation Planner Support Agent. Is this you?

Responsibilities

+ Sales & Guest Service Delivery

+ Handle incoming calls, emails, and chats to assist guests with inquiries, pre-cruise needs, and booking updates.

+ Proactively sell and upsell Princess products (e.g., dining, excursions, insurance, upgrades) during interactions.

+ Execute outbound dialing campaigns as assigned to drive incremental revenue, follow up on open quotes, or recover declined sales.

+ Support inbound contact center volume during high-demand periods, contributing to departmental sales goals.

+ Maintain consistent professionalism, accuracy, and brand alignment in all communications.

+ CVP Support & Collaboration

+ Partner directly with assigned Cruise Vacation Planners to manage guest interactions when CVPs are unavailable.

+ Respond to escalated guest inquiries or booking changes with a focus on timely resolution and maintaining the guest relationship.

+ Communicate guest updates, resolutions, and sales opportunities to CVPs through CRM and team channels.

+ Act as an extension of the CVP team, helping to maximize availability, sales conversion, and customer retention.

+ Operational Excellence & System Accuracy

+ Utilize company CRM systems (Salesforce, Polar, etc.) to log all guest interactions, ensuring accuracy and completeness.

+ Manage booking adjustments and process payments according to established procedures.

+ Maintain awareness of current promotions, campaigns, and policies to ensure accurate communication to guests.

+ Ensure compliance with all company standards, training requirements, and data security policies.

+ Continuous Learning & Team Engagement

+ Participate in ongoing sales, systems, and service training to maintain product and system expertise.

+ Collaborate with peers and leadership to identify process improvements and share best practices.

+ Provide feedback to leadership on emerging guest trends, system gaps, and sales opportunities.

+ Attend meetings and one-on-one sessions with management to discuss performance and professional development.

Requirements

+ Directly supports sales growth through inbound, outbound, and assigned campaign activity.

+ Ensures continuity of service and guest satisfaction for assigned Cruise Vacation Planners.

+ Contributes to department sales conversion, retention, and overall revenue performance.

+ Acts as a liaison between guests, CVPs, and internal teams to ensure smooth sales operations and accurate communication.

+ Strong customer service and sales aptitude with a genuine passion for helping guests.

+ Ability to adapt tone and approach to meet the needs of diverse guest personalities.

+ Skilled in identifying upsell opportunities and articulating value to guests.

+ Excellent organizational and prioritization skills to balance CVP support and campaign assignments.

+ Strong interpersonal skills with the ability to collaborate effectively across teams.

+ Reliable, professional, and able to work independently with minimal supervision.

+ Ability to maintain composure and focus during high-volume or complex guest interactions.

+ Experience in the travel and hospitality industry preferred. Experience working in a high-volume call center is preferred.

+ One-year experience in positions in the area of sales or customer service.

+ Proficiency in the use of computer business applications with working knowledge of computerized reservations systems with the ability to trouble shoot issues independently from home

+ Organizational skills and the ability to handle multi-tasking and work under pressure to meet

+ Must meet Telecommuting Program requirements.

+ Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

What You Can Expect

+ Cruise and Travel Privileges for You and Your Family

+ Health Benefits

+ 401(k)

+ Employee Stock Purchase Plan

+ Training & Professional Development

+ Tuition & Professional Certification Reimbursement

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: princess.com/en-us/company-information

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact [email protected]

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