Specialist, Family Assistance

Private Destinations•Fort Lauderdale, FL

About The Position

The Family Assistance Specialist provides emotional and logistical support and assistance to our guests 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.

Requirements

Care trained, desirably to Team Leader level
In depth knowledge of POLAR and CRM systems
Proficient in Microsoft Office applications
Worked in a large global organization communicating with all levels of the business
Proven track record in working independently and meeting strict deadlines

Nice To Haves

Medical background helpful
Fluency in other languages helpful

Responsibilities

Establishes contact with family members of injured / affected persons to adequately support them continually as needed until they return home. Contact can be via telephone, email or text
Works with Port Agent, travel services, tour operators, legal, risk, claims and all internal and external stakeholders as needed to coordinate all flights, hotels, transfers and repatriation of the affected guest and family
Understanding and reporting on trends to improve the guest experience
Collaborating across onboard and global shoreside teams, sharing best practices and providing updates as necessary
Performs other duties as assigned