Cruise Planners

Travel Customer Support Manager - (Hybrid)

Coral Springs, FL

No sponsorshipDetected 17 days ago

Performance ManagementCustomer SupportCommunicationProblem SolvingMentoringMicrosoft Office

About the role

Cruise Planners is the largest franchisor of home-based travel agencies across the country that independently book cruises, tour, and land vacations. Cruise Planners has achieved Top Producer status with virtually every cruise line, tour, and resort company. Cruise Planners has been named the No.1 Cruise Tour / Travel Agency by Entrepreneur Magazine for the
past 10 years and recently featured in Entrepreneur as one of the top 30 franchise innovators in technology. Cruise Planners positions franchise owners for success by providing them with innovative marketing, booking and lead-generating tools as well as professional development and hands-on training with the industry's top executives. Cruise Planners Home

Provide ongoing coaching and support to Care Team members through regular monitoring and bi-weekly one-on one sessions.
Ensure team members take full responsibility of customer issues and collaborate with other departments to drive timely resolutions.
Deliver individualized reports during one-on-one sessions, highlighting key metrics such as answered calls, tickets handled, and monitored call feedback.
Provide direct support with incoming calls, tickets, and chats as needed.
Document and address any instances of unacceptable behavior to support performance improvement.
Support the launch and maintenance of platforms such as Navitrip, Chat, and other programs requiring Care Team involvement.
Provide support to maintain a culture of inclusion and respect across the team.
Collaborate with Care
Team Leaders to manage timesheets,

This is not an exhaustive list of all functions and responsibilities that the position may be required to perform.
Competencies Proven ability to mentor and grow team members professionally.
Strong problem-solving ability, listening skills and ability to multi-task.

Cruise Planners is the largest franchisor of home-based travel agencies across the country that independently book cruises, tour, and land vacations.
Cruise Planners has achieved Top Producer status with virtually every cruise line, tour, and resort company.
Cruise Planners has been named the No.1 Cruise Tour / Travel Agency by Entrepreneur Magazine for the past 10 years and recently featured in Entrepreneur as one of the top 30 franchise innovators in technology.
This role plays a key part in fostering a positive and empowering environment that enables team members to thrive.
Additionally, the position will assist in managing departmental projects as directed by the Director of Operations.
Oversee daily operations of the Customer Service department, also known as the Care Team.
Respond promptly and professionally to franchise-related concerns.
Conduct regular team meetings to share best practices, call-handling techniques, vendor promotions, project updates, and tool rollouts.

Proficient in social media and email communication tools, including Facebook, Instagram, and Outlook.
Excellent written and verbal communication skills with experience in delivering presentations.

We are seeking a dedicated professional to support our Customer Service department, known as the Care Team, by leading the recruitment, mentorship, and development of customer service agents.

This listing is sourced directly from Cruise Planners's careers page and normalized into a canonical job model.