Resolution Specialist - REMOTE - US

Resolution Specialist

Join Our Team and Help Create Unforgettable Guest Experiences

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.

Position Overview

We are seeking dedicated and enthusiastic Resolution Specialists to join our Contact Center Sales and Support teams. As a Resolution Specialist you will play a vital role in ensuring seamless communication between internal staff and external customers, resolving inquiries, and supporting the Contact Center. If you are passionate about customer service and thrive in a dynamic environment, we encourage you to apply.

Key Responsibilities

• Answer incoming calls and emails from both internal and external customers, providing prompt and professional assistance.
• Serve as the primary point of contact for resolving problems and addressing concerns related to reservations.
• Assist management and colleagues with problem resolution and policy clarification.
• Excel in problem analysis and demonstrate a strong ability to work effectively in ambiguous situations and think creatively beyond conventional boundaries to balance guest satisfaction and company objectives.
• Strengthen contact center staff performance by sharing available resources and best practices for excellent customer service.
• Resolve questions and issues received via email with a focus on service excellence.
• Stay informed about changing policies, procedures, and promotional offers to accurately support guests, travel advisors and staff.
• Serve as a resource for special projects.
• Act as a backup for Reservation Sales Agents during times of high volume or absences to maintain service levels.

Knowledge, Skills & Abilities

• Excellent communication and interpersonal skills.
• Strong negotiation abilities and a customer-centric approach.
• Must demonstrate strong proficiency in Microsoft O365 applications as well as a strong overall computer literacy.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Demonstrated ability to maintain confidentiality and exercise sound judgment.
• Capacity to work independently under pressure and adapt to changing circumstances.
• Passion, enthusiasm, and dedication to creating memorable guest experiences.
• Accountability, honesty, fairness, and consistency in all interactions.
• Open-mindedness and a collaborative spirit, promoting teamwork and mutual success.
• Travel industry experience recommended but not required.

Working Conditions

• Flexible scheduling is essential
• Some overtime or extended shifts may occur during peak seasons or special projects.
• January and February are our busy time and personal time off will be limited or not available. We are open most holidays and overtime may be mandatory as needed.
• Position operates in a fast-paced call center environment with frequent guest and staff interaction.

Compensation

The hourly rate of pay will be $18.00. This position is considered non-exempt in accordance with the Department of labor and Fair Labor Standards Act. Paydays are every other week with 26 pay periods per annum. An annual schedule of pay periods is provided on the company intranet for reference. New employees with less than three (3) full months of service in the fiscal year for which performance is being measured are not eligible for a merit increase, and the first merit adjustment is deferred to the following year.

Start Date

Please note that this position will begin on September 8th, 2026.

Training and Work Assignment Schedule

1. Polar/Product Training
   • Duration: 5 weeks
   • Shift: 8:00 AM 4:30 PM (PST) Monday through Friday
   • Description: Initial training to familiarize yourself with Polar and related products.
2. Reservations Inbound Calls Assignment
   • Duration: Approximately 34 weeks
   • Shift: 8:00 AM 4:30 PM (PST) Monday through Friday
   • Description: After completing initial training, you will be assigned to handle full-time inbound Reservations calls.
3. Reservations Resolution Specialist Training Program
   • Duration: 2 weeks
   • Shift: 8:00 AM 4:30 PM (PST) Monday through Friday
   • Description: Specialized training to prepare for the Resolution Specialist role.
4. Fulltime Reservations Resolution Specialist Calls (Post-Training)
   • Regular Shift: 10:30 AM 7:00 PM PST Monday through Friday
   • As you will be on the closing shift, you may be required to stay past the end of your day until calls are clear and you are released.
   • Additionally, once fully trained as a Resolution Specialist, you will also be required to sign up for up to 7 weekend shifts per quarter. This may vary based on company needs. Your 8-hour weekend shifts will be scheduled during business hours of 6:00am-5:00pm PST based on business needs.

WE ARE COMMITTED TO YOUR SUCCESS!

If you are selected, Holland America Line will provide you with work equipment. In order for your residential internet to support our business model, your residential internet must meet the following requirements:

• Must have high-speed, non-satellite, non-dial-up internet, no cellular/mobile internet providers.
• Must meet the required minimum download and upload speeds of 50 MPS down and 6 MPS Up
• Must not have a data cap
• Must have computer hard-wired to the modem, Wi-Fi is not compatible with our phone system.

Remote work not eligible for candidates residing in: AR, CA, CO, DE, HI, ME, MN, NH, NV, NY, OK, SD, VT, WA, WV, WY.

Benefits

• Cruise and Travel Privileges for you and your family and friends
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development

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:

Holland America Line 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) Holland America 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 View email address on click.appcast.io.