Accessibility Specialist

Virgin Voyages • Plantation, FL

4d • Hybrid

About The Position

The Accessibility Specialist will understand, coordinate, and communicate special requests and/or assistance requested by our Sailors. As an Accessibility Specialist you’ll gather details, and pertinent information, from Sailors on what specific needs/requests they may have in order to facilitate all accommodations and medical requests for Sailors voyaging with Virgin Voyages (VV). This role will work with internal teams to explore and approve these accommodation requests while also delivering on our Sailor experience. The Accessibility Specialist will provide direct support to Sailors and have direct communication via phone or emails and work alongside the back office departments, and shipboard teams, to deliver on our brand promise in preparing a Sailor for their voyage. The Accessibility Specialist will be the point of contact for all ships, legal, medical, and terminal operations, and any other areas of operations needed to ensure a safe and seamless experience for our Sailors. 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.

Requirements

• Cruise industry experience is strongly preferred.
• Prior experience in exploring and approving disability-related accommodations.
• Nursing or paramedic experience is also preferred.
• Bachelor’s degree
• Proficient in all Google Suite applications, such as Gmail, Sheets, Documents, Slides, Videoconferencing platforms, and other web-based applications.
• Knowledge of clinical applications of shipboard electronic health records preferred
• Experience in working with electronic health records and health systems is preferred.
• Expert-level writing and skills.
• Strong organizational skills with the ability to manage multiple and competing priorities.
• Ability to thrive in a fast-paced environment while prioritizing workloads.
• Excellent interpersonal skills and the ability to work with various teams.
• Analytical and logistics skills.
• Strong verbal and written communication skills required.
• Must have a professional attitude, presentation, and attire.
• Self-starter with the ability to focus on and achieve the company’s needs.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Written Communication: Writes, informatively, and effectively.
• Diversity: Shows respect and sensitivity for cultural differences.
• Ethics: Treats people with respect. Keeps commitments, inspires the trust of others, and works with integrity and ethics. Upholds organizational values.
• Organizational Support: Follow policies and procedures. Completes administrative tasks correctly and on time.
• Possesses confident telephone skills and etiquette.
• Ability to use and learn standard software applications and in-house reservation systems.
• Accurately input and access data.
• Must be able to prioritize, organize, and follow up in a timely manner.

Nice To Haves

• Cruise industry experience is strongly preferred.
• Prior experience in exploring and approving disability-related accommodations.
• Nursing or paramedic experience is also preferred.
• Knowledge of clinical applications of shipboard electronic health records preferred
• Experience in working with electronic health records and health systems is preferred.

Responsibilities

• First point of contact for all Sailor Accessibility and Medical inquiries.
• Works closely with all back office departments to coordinate responses to pre-cruise. Sailor inquiries in line with the most current company policy
• Evaluate individual Sailor or First Mate situations and escalate to Senior Leadership and authorize relevant forms of heroic recovery pre-cruise, during, and post-cruise.
• Identify and troubleshoot any system or phone issues, and if necessary contact appropriate technical support
• Conduct detailed research on bookings as needed utilizing Salesforce, Seaware, MXP, RingCentral, and other internal systems as needed
• Communicate effectively with leaders, peers, co-workers, and internal/external contact through both oral and written skills
• Provide support with training curriculum preparation and presentation as required Maintain CRM regarding the nature of issues and concerns and detailed records of all cruise credits, shipboard credits, and refunds for Sailors with Accessibility and Medical Requests
• Performs follow-up and resolution of problems and reports back to Senior Leadership as needed
• Lead the development and enhancement of our accessibility process to optimize procedures and Sailor experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level