Customer Service Representative

Job Description

Job Description

American Cruise Lines, the nation’s largest operator of luxury river and coastal cruises, is seeking a passionate and customer-focused Customer Service Representative to join our growing team. This exciting opportunity allows you to become an integral part of delivering exceptional service to our valued passengers on their unforgettable journeys. As a leading provider of luxury small-ship cruising across 35 U.S. states, American Cruise Lines offers unparalleled experiences for both our guests and employees.

At American Cruise Lines, we are driven by our values— Optimism, Commitment, Patriotism, and Merit. These values shape our culture, our service, and our people, guiding us as we work together to Share America’s Story on the Finest American Ships.

Schedule and Benefits:

• Work Location: This position is based in Sandy, UT, and requires the ability to work on-site.
• Schedule: Must be able to work 5 days a week, with 8-hour shifts, including weekend availability.
• Benefits: American Cruise Lines offers a comprehensive benefits package that includes medical/dental insurance and a 401(k).

Responsibilities:

• First Point of Contact: Provide exceptional customer service by assisting new and returning passengers before, during, and after their cruises.
• Personalized Service: Coordinate and fulfill special requests, ensuring every guest’s needs are met with care and attention.
• Sales & Reservation Support: Assist with ongoing sales operations, manage reservations, and help guide guests through booking processes and payment systems.
• Customer Issue Resolution: Handle guest inquiries and concerns with empathy, professionalism, and prompt solutions, ensuring customer satisfaction at all times.
• Adhere to Policies: Uphold American Cruise Lines' policies and procedures to ensure smooth operations and exceptional service.
• Team Collaboration: Work closely with team members to ensure a seamless customer experience and share knowledge to enhance team performance.

Qualifications:

• Customer Service Expertise: Proven experience in phone-based customer service, with a commitment to providing top-tier support.
• Strong Communication Skills: Excellent verbal and written communication abilities, with a focus on clarity and professionalism.
• Attention to Detail: Ability to manage multiple tasks simultaneously in a fast-paced, dynamic environment.
• Tech-Savvy: Strong computer skills, including proficiency in Microsoft Word, Excel, and Outlook, with experience in data entry and reservations management.
• Organizational Skills: Highly organized, with the ability to prioritize tasks and manage time effectively.
• Confidentiality: Ability to handle sensitive guest information with the utmost professionalism and confidentiality.
• Passion for Travel: A genuine passion for the travel industry and providing outstanding service to travelers.

Who We’re Looking For:

If you are someone who thrives in a dynamic, customer-focused environment and has a passion for the travel and cruise industry, we want to hear from you! As a Customer Service Representative at American Cruise Lines, you will be at the heart of delivering luxury cruise experiences that exceed expectations.

Why Join American Cruise Lines?

At American Cruise Lines, our people are the driving force behind our success. As the nation’s leader in U.S. river cruising, we’re experiencing rapid growth — and we're investing in top talent to grow with us. When you join our team, you’ll find a dynamic work environment that values innovation, collaboration, and excellence, with real opportunities to build your career and make an impact.

American Cruise Lines is the largest river and small-ship cruise line in the United States, offering more than 50 itineraries across the country’s most scenic waterways and coastal destinations. From Alaska and New England to the Great Lakes and the Mississippi River, we provide personalized guest experiences aboard the finest ships in America, guided by our mission to share America’s story through exceptional travel.

Company Description

American Cruise Lines is the largest river and small-ship cruise line in the United States, offering more than 50 itineraries across the country’s most scenic waterways and coastal destinations. From Alaska and New England to the Great Lakes and the Mississippi River, we provide personalized guest experiences aboard the finest ships in America, guided by our mission to share America’s story through exceptional travel.