Service Delivery Sr. Specialist – Sailor & FM Communications

The Gig:
The Service Delivery Sr. Specialist – Sailor & FM Communications is responsible for leading Virgin Voyages’ Sailor and First Mate communications within Service Delivery Operations. This role manages the full cycle of outbound and inbound messaging across multiple channels, ensuring timely, accurate, and brand-aligned responses. Acting as a communications subject matter expert, the Sr. Specialist protects the Sailor/FM experience, reduces friction, and drives resolution quality. In addition, the role provides Internal VIP Sailor Support, financial case handling, and process improvement contributions that strengthen overall service delivery.

This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL where we follow a hybrid work environment. We can't wait to 'sea' you in person during our Collaboration Days, Tuesdays, Wednesdays, and Thursdays, while you enjoy Mondays and Fridays' as remote days.

What You'll Do:

Sailor/FM Communications:
● Manage Sailor and First Mate communication cases across email, phone, and digital channels, serving as the central owner for outbound and inbound messaging.
● Draft, edit, and deliver communications that reflect Virgin Voyages’ tone, accuracy, and service standards.
● Proactively follow up on escalated issues, ensuring Sailors/FMs receive clear and timely updates until resolution is achieved.
● Collaborate with cross-functional teams to coordinate unified responses and eliminate conflicting information. Track communication patterns, recurring inquiries, and sentiment to recommend improvements in content, FAQs,
and processes.
Case Management:
● Work Sailor Services cases during non-peak periods, ensuring timely resolution and accurate documentation.
● Identify and escalate complex cases to appropriate departments while maintaining accountability for follow-up and resolution.
● Maintain a thorough understanding of company policies and procedures to provide accurate information to guests.
Back Office Support:
● Perform administrative tasks, such as processing documentation, updating guest profiles, and tracking service requests.
● Assist in compiling reports and analyzing trends related to VIP and Sailor Service activities.
● Support team projects, including the development of process improvements to enhance service delivery.
● Manage balance dues, ensuring timely follow-up and resolution to secure revenue collection.
● Conduct refund research and take appropriate action to process accurate and efficient guest reimbursements.
● Review and reconcile financial transactions, identifying discrepancies and working with relevant teams to resolve issues promptly.
● Collaborate with accounting and finance teams to ensure accurate billing and payment processing for VIP guests.
● Monitor service-related charges, ensuring correct application and addressing guest inquiries regarding shipboard folios.

Collaboration and Training:
● Work closely with other departments to ensure VIP guests receive consistent and high-quality service across all touchpoints.
● Share feedback and insights from VIP interactions to help refine service strategies.
● Participate in training sessions to stay informed about new services, policies, and systems.
As notated above, this list outlines the primary responsibilities of the role; however, additional essential and non-essential duties may arise. Leadership reserves the right to adjust job functions or assign other tasks as needed, in compliance with applicable legal requirements.

Superpowers Required:
● Minimum of 2 years in a customer service, hospitality, or guest relations role, preferably in a luxury or high-touch environment.
Skills:
● Excellent verbal and written communication skills.
● Strong problem-solving and decision-making abilities.
● Proficiency in customer service platforms and office software (e.g.,Salesforce, Google Suite).
Attributes:
● High level of professionalism and discretion.
● Ability to multitask and adapt to changing priorities.
● Passion for delivering exceptional service and creating memorable guest experiences.
● Diversity – Shows respect and sensitivity for cultural differences
● Ethics – Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values
● Organizational Support – Follow policies and procedures; Completes administrative tasks correctly and on time
● Strong communication skills (verbal, listening, writing) - possesses confident telephone skills and etiquette
● Ability to use and/or learn standard software applications and in-house reservation systems
● Accurately input and access data
● Must be able to prioritize, org