Opportunity Summary: Carnival Cruise Line – Customer Sales

Opportunity ID: 19596

Role Type: Inbound Customer Sales (quotes, bookings, promotions, upgrades)

Client: Carnival Cruise Line®

Platform: Arise

Service Revenue

Typical Revenue Range:

• $11.59 – $13.24 per hour (based on two 30-minute intervals; before 5% platform usage fee)

Production Base Rate:

• $10.50 per hour ($5.25 per interval)

Certification Rate:

• $7.64 per hour ($3.82 per interval)

Incentives During Certification:

1. $100 Incentive

• Must service 13 hours per week during Certification SOW (after Phase I)
• Awarded when you accept your first Production SOW

1. Additional $1.81/hr

• Must service 12 hours/24 intervals per week during Certification SOW (after Phase I)

Sales Incentives in Production:

• $2.00 for each deposited booking
• $1.00 for each Vacation Protection Plan sold
• $0.50 for each upgrade sold
• STAR incentives: 15%–40% of base rate per serviced interval

Servicing Hours

Available 7 days a week / 365 days a year

Monday–Friday: 9:00 a.m. – 9:30 p.m. ET

Saturday & Sunday: 9:00 a.m. – 5:30 p.m. ET

Peak Days:

• Saturday
• Sunday
• Monday

Weekend Requirement:

• Must service 5 hours (10 intervals) on Saturday or Sunday or split between both

Certification Details

Phase I – Instructor-Led & Self-Study

• 12/08/2025 – 01/12/2026
• No class: 12/24, 12/25, 12/31, 01/01, 01/19
• Classes held Mon–Fri, choose one:
• 9:00 a.m. – 1:00 p.m. ET
• 6:00 p.m. – 10:00 p.m. ET
• 4 hours live instruction + 2 hours self-study per day
• Significant self-study modules (2,120 minutes total)

Phase II – Certification Call-Taking

• 01/13/2026 – 01/20/2026
• Up to 2 hrs/day live call-taking
• Required: minimum 10 hours (20 intervals) per week through end of Certification SOW
• Additional coaching with sales experts: 01/21/2026 – 01/23/2026

Class Confirmation Deposit:

• $50 (If you attend Day 1 as required, the deposit is later returned to you by Arise (usually after the class has progressed successfully)).
• No-show on Day 1 = immediate removal from class (loss of deposit)

Certification Completion Requirements

Agents must meet all of the following:

• 80% average on e-learning
• 80%+ on role-plays
• 90%+ on final assessments
• 100% completion of self-paced work
• Service:
• At least 10 intervals per week, and
• 4 intervals per day between 01/13/26 – 01/20/26
• Pass certification call-taking
• Attend daily with instructor communication if absent
• Complete Security Awareness assessment (85%+) before call-taking
• Must service in a noise-free environment

Job Responsibilities

Agents will:

• Handle inbound calls from customers requesting help with:
• Quotes
• New bookings
• Cruise details
• Promotions and upgrades
• Stay current on Carnival sales and promotions
• Apply high-level sales techniques and overcome objections
• Transfer calls to designated departments when needed
• Make outbound calls for follow-up or clarification
• Provide professional, friendly, and accurate support
• Work toward sales targets and performance metrics

Client Background – Carnival Cruise Line

• The World’s Most Popular Cruise Line®
• Operates 25 ships
• Destinations include the Bahamas, Caribbean, Mexican Riviera, Europe, Alaska, Hawaii, Australia, New Zealand, and more.

Agent Perk:

• Friends & Family discounts available after certification and start of live call-taking.

Technology Requirements

Standard Arise requirements plus:

• Latest Windows 11 (fully updated)
• Dual monitors recommended, not required
• Minimum resolution 1280 × 1024
• Hardwired internet
• Hardwired USB headset with noise-cancelling microphone
• Must pass daily facial authentication to enter class
• Must log into client system every 7 days or access will drop

Background Check & Security Verification

• Requires background check and photo ID verification
• Credit freeze with Experian must be lifted for at least 10 days
• Daily photo authentication required
• PC scan required upon entering Day 1 of class

Service Level Requirements

Must meet the following to avoid SOW termination:

• Commitment Adherence: ≥90%
• Low Quality Score: ≥90%
• AHT: 700–850 seconds
• Net Conversion: >22%
• Net VPP Take Rate: >37%
• Additional STAR tier requirements apply for incentives

Disqualifiers

Agents cannot enroll if they:

• Currently service any Carnival program
• Previously serviced/enrolled in Princess or Holland on Arise
• Are servicing 3+ programs
• Work for a travel agency or other cruise line
• Had a SOW terminated for cause
• Are already “interested” or “enrolled” in another opportunity
• Have overlapping class times
• Dropped/failed a class in the last 60 days
• Have 3 drops/fails within 12 months