Accessibility Specialist

The Gig:

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 is a 7 day a week operation with the following schedules (in East Coast hours):

● Sunday - Thursday, 8:30a - 5:30p Eastern Time

● Tuesday - Saturday, 8:30a - 5:30p Eastern Time

This opportunity sets sail as a fully remote role based in the United States of America. To come aboard, you must currently reside full-time in one of the following states: AK, CA, CT, FL, GA, IL, IN, KS, KY, MD, MI, MN, MO, NC, NV, NJ, NY OH, OR, PA, SC, TN, TX, VA, WI. Please note that this list is regularly evaluated and subject to change at any time.

What You'll Be Up To:
● 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. 

SuperPowers Required:
● 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.

Preferred:
● 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.

What Matters to Us:

At Virgin, your personality matters as much as how good you are at what you do. We want you to bring it to our hangout spot and help make the place even better. So, we won’t be surprised to hear that when people talk about you they say you are clever, on top of it, able to think ahead, intuitive, passionate and someone people respect and enjoy working with because you make things happen.

Virgin Voyages is committed to being an Equal Opportunity Employer and encourages applications from qualified, eligible applicants regardless of their sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Our greatest strength comes from our ability to come together as unique individuals -- we seek to always embrace and celebrate our differences, providing an inclusive workplace environment that allows you to be your best self.

Virgin Voyages is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Virgin Voyages via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Virgin Voyages HR/Recruitment will be deemed the sole property of Virgin Voyages. No fee will be paid in the event the candidate is hired by Virgin Voyages as a result of the referral or through other means.