Position Title: Web Chat Service Specialist

Location: Woodland Hills, CA

The Company: Viking

At Viking, we foster a challenging, fast-paced work environment with a focus on small teams, action, and continuous improvement. We believe the best results come from investing in our employees. We are proud to employ approximately 7,000 of our own staff worldwide.

We are seeking highly motivated and customer focused service specialists to join our Woodland Hills team. In this position you will handle inbound service chats from consumers, identify their needs, and act as a Viking subject matter expert. If you are motivated and driven to succeed apply today and set sail for your career with Viking.

Position Responsibilities:

• Handle inbound service chats/ calls from consumers and prospective passengers, identify their needs and resolve conflict to achieve the highest level of customer satisfaction
• Aid consumers regarding change requests, cruise inquiries, processing payments, and other consumer related needs
• Maintain individual service quality goals, and adhere the Call Center best practices 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
• Adhere to set schedule

Position Requirements:

• Previous service experience and a proven track record of success
• Coachable, highly motivated, and driven to succeed
• Excellent written communication (grammar, spelling, and punctuation)
• Excellent spoken communication
• Good time management and multi-tasking skills
• Ability to type 40+ words per minute
• Knowledge of MS Office, Outlook, and strong PC skills
• Ability to work flexible schedules, including evenings, weekends, and holidays
• Customer focused with the goal to deliver a great experience
• Ability to develop strong client relationships and adjust as needed for each customer
• High attention to detail and accuracy
• Assume and perform other duties and responsibilities, not specifically outlined herein, as requested

Preferred Qualifications:

• Previous call center experience
• Previous web chat experience
• General knowledge of world geography
• College degree

Availability requirements

• Evenings
• Weekends
• Holidays

Compensation & Benefits

• Highly competitive compensation plan
• Excellent Medical/Dental/Vision benefits
• 401k with company annual match
• Paid training
• Paid vacation
• Paid holidays
• Travel and cruise rewards
• Discounted theater, theme park and movie tickets
• Employee wellness program