Specialist, CareTeam in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 10/5/2020

Job Snapshot

Job Description

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world. 

Position Summary:

Provides emotional and logistical support and assistance to our guests and crew following difficult circumstances encountered onboard and/or ashore, ensuring that affected persons feel represented in their care needs.  Circumstances may include, but are not limited to, crime victims, medical evacuations, missing persons, accidents onboard and ashore, as well as death.

 

Essential Duties and Responsibilities: 

  • Provides emotional and logistical support to guests and crew encountering serious crisis events e.g. medical emergencies, medical disembarkations, accidents onboard and ashore, deaths, missing persons and victims of crime.
  • Establishes contact with family members of injured/ affected persons and keeps them continually informed of medical status until they are sent home. 
  • Works with Port Agent to coordinate all flights, hotels, transfers and repatriation of the affected guest, crew and family.
  • Arranges counselling services where necessary.
  • Acts as a facilitator between ship, guest, crew, family, port agent, travel insurance and medical facility.
  • Documents all necessary records, opens claims in relevant databases and approves authorized invoices in relation to managed cases.
  • Mentors and manages the CareTeam Associates on their designated ships, ensuring par numbers are maintained and training is conducted on a regular basis.
  • In special circumstances, travels to a ship or port to provide direct assistance to crew, guest or family members during a crisis event.
  • Collects data regarding applicable incidents, and when applicable, hands over cases to Customer Service and/or Guest Claims.  Responds to and resolves guest complaints and escalates to management and legal as necessary.
  • Executes waiver of onboard charges, and in the case of deaths and other significant events, has guest and family removed from future marketing databases.
  • Attends staff meetings and participates in the discussion of current pending matters.  Handles out of the ordinary cases.
  • Performs administrative duties associated with rendering care to guests or crew.

Job Requirements

Qualifications, Knowledge, and Skills: 

  • Associates degree required
  • Bachelor's degree preferred
  • Minimum of 2 years of related experience and/or training
  • Customer services training preferred
  • Specialized training in sexual assaults and/or victims' rights programs preferred
  • Read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. 
  • Respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. 
  • Effectively present information to management, public groups, and/or boards of directors.
  • Speak English fluently
  • Define problems, collect data, establish facts, and draw valid conclusions.

 

 

 

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment. 

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