• Handle a high volume of inbound calls with varying degrees of questions and/or concerns and act as the primary franchise service agent in processing or responding to basic requests, inquiries, vendor recommendations, and technical support.• Assist agents with vendor specific questions, marketing initiatives, technical support or any other inquiry as needed.• Troubleshoot escalated inquiries to help resolve tickets• Provide proprietary and general software support• Provide support and technical assistance on third party products• Relay an estimated time frame to agent for resolution• Document all incoming calls, tickets and chats in Communication Tracker• Recognize common technical and support issues and collaborate with Care Team Manager on how these issues can be resolved.• Communicate with third party vendors as needed to resolve issues with API’s and email connectivity.• Suggest or create how to guides or video tutorials using Vidyard• Limited travel to offsite events• Other related duties as needed.

• Coach respective franchise owners (advisors) on new tools and strategies while focusing on engagement and revenue growth and opportunities. • Conduct ongoing business reviews, communicate sales trends, new business initiatives, promotional offers, and other information that will assist in growing the business. • Based on franchise business needs, recommend a marketing plan that will help their business grow and align with Cruise Planners Home Office goals and strategies.  Discuss marketing opportunities available. • Work closely with marketing team and utilize existing proprietary tools to ensure franchisee is aware of upcoming marketing opportunities including direct mail pieces, vendor tool kits and exclusive sales. • Answer incoming calls and email inquiries, providing assistance as needed.

Reviewed all new products, systems, or processes to ensure compliance.Developing, implementing, and maintaining internal audit policies and procedures in accordance with local and international best practices.

Prep new items to go live on the web. Write product descriptions. Add/Edit item pictures. Maintain item sort. Apply good SEO techniques to the web. Asst buying team with paperwork and creating new skus.

Scheduled all college recruiting and career fair events as well as created all the advertisements to go along with the events. Traveled to schools to conduct on-site company presentations. Conducted quick screen with applicants to identify candidates with good communication skills, personal appearance, upbeat and positive attitude and job stability. Made decisions to pass applications on to the next step of the selection process. Reviewed applications and other assessment criteria to determine if applicant should be scheduled for a prescreen interview. Searched applicant-tracking database and identified applicants who meet minimum qualifications. Conducted phone pre-screen with applicants. Maintained and updated applicant database.