[Remote] Operations Agent
Note: The job is a remote job and is open to candidates in USA. Windstar Cruises, part of Xanterra Travel Collection, provides intimate small-ship cruise experiences and personalized travel. The Operations Agent coordinates booking activities after creation, including voyage processing, irregular operations, manifesting, reservations accounting, guest support, and team coaching.
Responsibilities
- Operational Tasks: Execute assigned tasks related to voyage processing, ensuring timely completion; handling Outbound and Inbound calls, chats, and emails; and SmartSheet interactions to effectively align bookings with voyages
- Irregular Operations: Act as contact agent for TA/Guests to coordinate irregular operations
- Manifesting: Assist with basic manifesting functions as assigned by the Documents & Manifests lead
- Reservations Accounting: Assist with basic accounting functions as assigned by the Res Accounting lead. This will include contacting TA/Guests for open and past due balances
- Guest Support: Assist with overflow service calls during peak times in the Call Center as required
- Booking Processes: Coordinate all aspects of bookings, from creation to completion, ensuring accuracy and efficient operations to meet company KPIs
- Team Leadership: Coach and mentor Ops team members to improve performance and assist with onboarding new Ops team members
- Other Duties as assigned by management
Skills
- Excellent written and verbal communication skills
- Ability to work collaboratively across departments and adapt to changing priorities
- Strong organizational skills and ability to manage multiple tasks simultaneously
- Self-starter with excellent task management skills
- Intermediate proficiency in all Microsoft Office programs, with the ability to teach their primary usage(s)
- Full-time position available to work remotely as long as you live in one of these states:
- AR, AZ, FL, LA, MN, TX, and WI
- This position works remotely. The work environment is home-office based, requiring reliable internet connectivity and the ability to participate in video meetings and collaborative digital workflows
- This role requires the ability to work a varied schedule based on business needs, including early and late shifts and occasional weekends
- Familiarity with or willingness to adopt AI-powered platforms (e.g., Copilot, CRM, automated workflows, data analysis tools) is a plus
- Cruise or tour operations / reservations experience preferred
Benefits
- For full-time employees: Medical, Dental & Vision
- For full-time employees: HSA & FSA
- For full-time employees: Life & Disability
- For full-time employees: Accident, Hospital & Critical Illness
- For full-time employees: Pet Insurance
- For full-time employees: Vacation, Sick Time and paid Holidays
- For full-time employees: 401(k) with Company Match
- For full-time employees: Employee Assistance Plan
- For full-time employees: Education Assistance
- For full-time employees: Employee Discounts & Travel Deals
- Remote work available for full-time employees who live in AR, AZ, FL, LA, MN, TX, or WI
Company Overview