Opportunity Summary: Carnival Cruise Line – Travel Agent Sales & Support

Opportunity ID: 19595

Role Type: Inbound and outbound support for travel agent partners

Client: Carnival Cruise Line®

Platform: Arise

Service Revenue

Production Revenue:

• $11.50–$12.08 per hour (based on two 30-minute intervals)
• STAR incentives may apply in Production SOW

Certification Revenue:

• $7.64 per hour ($3.82 per interval)

Incentives During Certification:

1. Extra $100 when:

• You complete Phase II
• Service at least 13 hours per week during Certification SOW
• Accept your first Production SOW

1. Additional $1.81/hr when:

• You service at least 12 hours (24 intervals) per week after Phase II during Certification SOW

Servicing Hours

Monday–Sunday: 9:00 a.m. – 10:00 p.m. ET

Saturday & Sunday (additional note): 10:00 a.m. – 6:00 p.m. ET

Peak days: Saturday, Sunday, Monday

Special Servicing Requirement:

• Must service 5 hours (10 intervals) each weekend (Sat, Sun, or split between both)

Certification Course Schedule

Phase I – Instructor-Led & Self-Study

• 12/02/2025 – 12/30/2025
• No class on 12/24, 12/25, 12/31, 1/1
• Class times (pick one):
• 9:00 a.m. – 1:00 p.m. ET
• 6:00 p.m. – 10:00 p.m. ET
• Includes 4 hrs live instruction + up to 2 hrs self-study per day
• “Login Party” on December 3rd

Phase II – Certification Call-Taking

• 01/02/2026 – 01/08/2026
• 1–2 hours/day of live call-taking
• Requires minimum 10 hours per week during Certification SOW

Certification SOW Duration:

• Approximately 8–10 weeks
• Must maintain required attendance, assessments, mock calls, audits, and self-study completion

Class Confirmation Deposit:

• $50
• No-show on Day 1 = immediate removal

What You Will Do

Agents will support Carnival’s travel agent partners by:

• Taking inbound calls to assist with bookings
• Making follow-up outbound calls as needed
• Working with internal Carnival departments
• Providing sales, booking, pricing, and itinerary information
• Transferring calls appropriately
• Delivering friendly, knowledgeable support

Top-performing agents demonstrate:

• Strong problem-solving
• Patience and empathy
• Professional communication
• Ability to work under pressure
• Accurate and efficient service

System & Equipment Requirements

Standard Arise requirements apply, plus:

• Windows 11 (latest version, fully up to date)
• Dual monitors required (or one 32”+ monitor or a TV with VGA/DVI/HDMI)
• USB hardwired headset with noise-cancelling mic (no landline required)
• Smartphone for secondary verification
• Must pass daily facial authentication to enter class

Background Check & Security Verification

• Requires a background check and photo ID verification
• Must lift credit freeze with Experian for at least 10 days
• Recent name changes may require additional verification
• Daily “selfie login” required to enter virtual classroom

Important Eligibility Rules

You cannot enroll if you:

• Are currently servicing any Carnival program through any vendor
• Previously serviced or enrolled in Carnival, Princess, or Holland on Arise
• Are servicing 3 or more programs (you may service 1–2)
• Work directly for a travel agency or cruise line
• Had a SOW terminated for cause
• Are in “interested” or “enrolled” status on another opportunity
• Have overlapping class times with another program
• Dropped/failed a class in the past 60 days
• Have 3 drops/fails in 12 months

Service-Level Requirements

Failure to meet these may result in SOW termination:

• Commitment Adherence: ≥90%
• Quality Score: Cannot have more than 3 scores below 90%
• AHT: ≤500 seconds
• Internal Extension Out: <30%
• AUX: <5%