Team Coordinator

Summary

Join Scenic, a global travel leader, as a home-based Team Coordinator! This full-time role supports the Contact Center team, providing 5-star service to internal and external customers. You will handle inquiries, coordinate with team leaders, coach staff, and assist with administrative tasks. The ideal candidate possesses 3-5 years of contact center experience in the travel industry, excellent communication skills, and problem-solving abilities. West Coast hours are required, including weekend rotation. This position offers a supportive work environment and the opportunity to grow within a collaborative team.

Requirements

• Minimum 3-5 years of Contact Center experience in travel-related service industry
• Minimum 6 months in the Scenic NAM Contact Center preferred
• Familiar with Reservations systems and programs utilized by Scenic reservations
• Experience coaching and training consultants with proven results
• Excellent communication skills both verbal and written
• Solid interpersonal skills with a flexible approach to working in a team environment
• Self-motivated
• Conflict resolution experience and problem-solving skills
• Able to work flexible hours based on the business needs of the Contact Center
• Flexibility including weekend rotation (including Sundays) is required
• Knowledge of all Scenic & Emerald Cruises products and reservations policies
• Competent computer skills
• Able to multi-task and handle multiple projects at once
• Participate in and adapt to an ever-changing environment

Responsibilities

• Maintain expert knowledge in all products offered by Scenic & Emerald Cruises
• Provide guidance and assistance to consultants through help-chat, email and calls
• Coordinate with the Team Leader on development plans for the Contact Center Team
• Assist Team Leader with escalated issues and find positive solutions
• Work closely with USA Contact Center Team
• Encourage Contact Center Team to up-sell product and to secure sales
• Coach individual staff members providing feedback on their service levels as directed
• Participate in call monitoring and sales/service coaching
• Monitor team activities, call flows, queues, and overall Contact Center Team performance
• Service reservation calls for overflow as needed
• Liaise with Regional Sales Directors / Inside Sales Team when they need assistance
• Assist and guide team members on product and policies
• Cross-train to assist with US Final Documentation process and procedures
• Assist with various administrative tasks and duties as assigned by Team Leader and Manager
• Remain highly organized and able to multi-task several inboxes and projects daily

Preferred Qualifications

• Experience with an ocean-cruising company; luxury travel experience preferred
• Experience with Sabre flight software a plus
• Intermediate or Advanced knowledge of Microsoft Office including Outlook, Excel, Word and PowerPoint

Benefits

Work-From-Home position