Onboard Experience Support Specialist - REMOTE - US - #262779

Job Description

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can’t. The Love Boat promises something for everyone.

We’re looking for an amazing Onboard Experience Support Lead. The Onboard Experience Support Lead provides elevated support to our onboard Guest Experience teams before, during and after the cruise. This position is heavily focused on supporting the onboard resolution of any issues or concerns raised by our guests, ranging from highly escalated issues and complex decision consultation to transactional administrative tasks. This requires outside of the box thinking, sound judgement and the ability to find creative solutions. In addition, the Specialist will also support any issues that require post-cruise follow-up by the ship via coordinated handoff and addressing any contacts received directly from guests or travel partners following the completion of the cruise. They will identify and share opportunities with leadership to foster the continuous improvement of our brand. The Specialist will do whatever is necessary to support our onboard teams in the delivery of an exceptional guest experience.

Here’s a summary of what Princess is looking for in its Onboard Experience Support Lead. Is this you?

Responsibilities

• Provides elevated support to our shipboard staff before, during and after the cruise. Assists with handling sensitive and highly escalated situations as they require support. Actively listens to create understanding, research using a variety of available tools and techniques, and then partners with the shipboard team on the appropriate course of action for the situation. Responds to inquiries and assists with requests for administrative support. Uses empowerment and judgement to drive timely and effective resolutions, up to the full value of the booking where deemed necessary.
• Liaises with appropriate business units to ensure all relevant information has been processed as needed. Actively communicates and partners with shipboard teams at all phases to ensure alignment. Interfaces with the Accessible Experience team on issues requiring ADA expertise to drive resolution.
• Research guest and travel professional letters, e-mail, and phone calls regarding inquiries, complaints, and praises and communicate internally with the appropriate company personnel to resolve the issues.
• Manages customer interactions by utilizing the Siebel system. Creates Service Requests (SRs), Activities, and monitors files to ensure that no issue is left unresolved.
• Follows up with guests to communicate the resolution of identified concerns and ensures their satisfaction with the handling of their expressed concern. Composes, edit, and prepares follow-up letters and emails for guests.
• Identifies opportunities to improve processes and our overall guest experience. Researches inquiries not addressed in applicable systems and ensures findings are communicated and documented appropriately.
• Provides support to onboard teams during shipboard incidents, including elevated communication, the processing of cruise fare refunds, and handling of out-of-pocket expenses.
  
  

Please note the work schedule for this role.

• Training will last 6 weeks and will be held Monday through Friday from 8 AM – 5 PM PST with a one hour lunch break.
• Working hours will be Monday – Friday from 8 AM – 5 PM with a one hour lunch break. You will work one weekend day every three months. This schedule is typically posted six months in advance for planning purposes.
  
  

Requirements

• 2+ years of customer service experience, including three years handling escalated issues.
• Excellent interpersonal skills and communication skills (verbal and written) with guests, travel agents, employees, other departments, and management.
• Strong listening skills and the ability to empathize and connect with customers.
• Ability to assess situations and determine the best course of action within scope of role.
• Time management and organizational skills
• Strong knowledge and proficiency in relevant systems to access and update guest information.
• Proficient in Microsoft office suite.
• Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).
  
  

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Base Salary Range: $16.35 to $22.07. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.
  
  

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.princess.com/aboutus/culture-framework/.

Princess is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

Americans With Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact [email protected]

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