Do you want to be part of a winning team at Viking? Take your career to new heights today and be in the front seat as you help drive our department culture and protect the Viking brand.

The Customer Relations Supervisor oversees coverage for the department queues, ensures case management success, and promotes employee retention through quality reviews, coaching opportunities, and maintaining a positive work environment. Reporting to the Senior Manager, the Supervisor will manage a team of up to 12 agents with the objective of improving the quality of guest engagement to promote guest retention and decrease online exposure.

What you will be doing during your career with Viking:

• Monitor queue coverage to meet service level standards.
• Administer attendance, payroll, other Human Resource duties.
• Provide agents will negotiation strategy, compensation authorizations, and process compensation audits.
• Promote and enforce department initiatives, policies, and procedures.
• Communicate data trends, provide team productivity updates, and offer solutions to isolate procedural and behavior issues.
• Field escalated or sensitive customer complaints by phone, email, or letter.
• Assist with the interviewing, training of new hire agents.
• Coordinate training opportunities for skill building of emotional intelligence, product & procedural knowledge, and time management.
• Provide effective resolutions within tight deadlines.

You will be a great fit if you:

• Are adept at protecting and promoting the company brand by building and maintaining strong interdepartmental relationships.
• Communicate effectively across multiple tiers of the organization.
• Can collaborate effectively with Senior Manager on customer care strategies to ensure customer satisfaction.
• Can maintain a position of trust and responsibility through strong business ethics and confidentiality of privileged guest and business information.
• Can strategize and execute team management and guest retention solutions.

To be considered for a career with us, you will need:

• Exceptional interpersonal skills, “can-do” attitude with tenacity to find information as well as tactful approach. Proactive, self-starter willing to do what is needed to complete a task and able to work highly independently without requiring follow-up.
• Computer skills and familiarity with PowerPoint, Excel and Word
• Professional phone etiquette and business communication
• Ability to solve practical problems and deal with a variety of variables in situations with inconsistent information
• Ability to interpret a variety of instructions provided either in writing, orally, or in scheduled form
• Research and analytical skills for collecting and evaluating information and data.
• Advanced negotiation and mediation skills
• Bachelor’s degree desired or 5+ years dispute resolution/mediation/negotiation experience and supervisor experience.

What we offer you:

• Highly competitive compensation plan
• Full benefits including medical, dental and vision at a highly subsidized rate (some plans are fully paid by Viking)
• Paid training, vacation, holidays and sick time and a 401k company match
• 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.