Accessible Experience Specialist - REMOTE US id-1494
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 amazingAccessible Experience Specialist.The Accessible Experience Specialist assists our guests with disability, mobility and accessibility needs by providing them with in-depth information, and reviewing, assessing, and processing requests to ensure an extraordinary service experience. In addition, it is critical that the Specialist ensures Princess Cruises and Cunard Line adhere to, and are in compliance with, the Americans with Disabilities Act and the U.S. Department of Justice agreement with Carnival Corp. This includes requests for ASL interpreters, service animals, braille items, accessible shore excursions and lodging, and accessible cabins amongst other items, while maintaining alignment with the company's strategy of providing the highest levels of guest satisfaction and loyalty.
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Here's a summary of what Princess is looking for in itsAccessible Experience Specialist. Is this you?
Responsibilities
- Provides high touch quality service to guests and/or travel advisors working on their behalf, requiring assistance as defined by Americans with Disabilities Act as well as a number of other policies and regulations. This includes both responding to inbound calls and emails as well as proactively using guest profile information to engage the guest so the Specialist can address their requirements.
- Interprets findings from the guests Mobility Questionnaire and Medallion Class app selections to determine all mobility and accessibility needs, and assists to provide guests with mobility devices and/or accessible accommodation requests, including provisions for American Sign Language (ASL) interpreters, braille communications and large print materials. Reviews the nature of each special request and coordinates with internal and external resources to provide an extraordinary guest experience.
- Coordinates and approves requests for ASL interpreters with outside vendors, reviews service animal requests and makes a determination for approval or denial of service animal request in compliance with ADA and Department of Justice regulations. Coordinates with vendors to arrange accessible shore excursions and transfers for guests as well as other related requests as needed.
- Provides summary of services to be provided to each guest both verbally and in writing ensuring language used is within guidance.
- Serves as Subject Matter Expert (SME) supporting internal departments by providing guidance related to policies, compliance, and other concerns.
- Ensures documentation and communications are appropriately tracked and maintained and are in compliance with all legal and legislative regulations, including Company and department-specific policies.
- Supports management with guest complaints and all regulatory or internal audits, providing documentation as needed.
- Performs additional duties and special projects as assigned.
Please Note: The working hours for this position will be between 6 AM - 6 PM PT Monday through Sunday. You will be required to work 1 weekend day every five weeks.
Requirements
- 2+ years of customer service experience with increasing responsibility. Experience in researching and resolving complex scenarios, including de-escalation, is preferred.
- 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 independently assess situations and use judgment on the best course of action.
- Time management and organizational skills,
- Familiarity with the current and anticipated legal requirements of the ADA and the US DOJ.
- Knowledge of Princess and Cunard access policies and procedures.
- Familiarity with or ability to become proficient 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 recruiting@hollandamericagroup.com
