Specialist, Onboard Experience Support

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 Specialist, Onboard Experience Support to fill this role based in our Santa Clarita office.  You’ll be responsible for 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 Specialist, Onboard Experience Support. 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, researches 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.
• Performs additional duties and special projects as assigned.

Requirements

• High School Diploma/GED
• 2+ years of hospitality or customer service experience, including two 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