Onboard Experience Support Lead - REMOTE US

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 is responsible for handling onboard and post-cruise Tier III contacts as part of directly supporting our fleet, internal teams, guests, and travel partners. This position consistently provides consultation, guidance, and peer-level coaching to Onboard Experience Support team members to assist in their handling of highly complex cases and ensuring first contact resolution. This position also serves as an escalation point for the Onboard Experience Support team to address and resolve the most highly escalated issues and is regularly tasked with finding creative solutions that fall outside of established guidelines. This position will also support the department and company with multiple high-importance projects, including resolving issues on behalf of the executive office, partnering with internal departments on process improvements, and providing basic departmental leadership coverage and support on an ad hoc basis. While the Lead must become proficient in supporting all aspects of department service, they will also directly provide back up to the Specialist, Onboard Experience role.
 

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

 

Responsibilities

• Provides daily first line operational support to department team members, ranging from basic guidance to advanced decision making and resolution calibration. This includes assisting across multiple channels and systems as the situation requires. The Lead will provide coaching where appropriate and also be available to directly support contacts where it becomes required.
• 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.
• Assists the Coach, Onboard Experience Support with team operational elements and workload management as required. Provides departmental expertise necessary to conduct the effective training of employees and onboarding of new hires.
• Engages in cross-functional shoreside partnerships to exchange knowledge and trends within the frontline teams. Makes recommendations to leadership on necessary action plans to improve departmental operations as a result.
• Shares demonstrated expertise within CRM and other systems with the department via both structured and ad hoc methods. Supports the Coach and leadership team with operational reviews and systems audits as required.
• Assists the leadership team in coordinating department resources in the case of shipboard incidents. This may include triage of workload, assignment of priorities, creating team communications, and supporting the processing of associated actions.
• Ensures compliance with all legal and legislative regulations that pertain to the job, including ADA, DOJ, CCPA, FMC, and other company and department-specific policies.

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 two months.
 

Requirements

• College degree or equivalent combination of education and experience preferred
• 5+ 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).