About the Role
Title: Family Support Training Specialist
Job Description:
Job Type Full Time
Job Description
Provide compassionate care and logistical support to our guests, shipboard and shore side team members, and their family or friends, when faced with a crisis or traumatic event while vacationing or working with Carnival Cruise Line. Create and deliver care training to internal and external partners and team members to expand the CareTeam support network.
Essential Functions:
- Work in collaboration with shipboard and shoreside teams as well as external partners to manage the day-to-day incidents including but not limited to medical disembarks, deaths, man overboard, failed to join, sensitive cases, and emergencies back home involving guests, crew, and shore side team members, to assess needs and provide logistical and compassionate support.
- Deliver CareTeam training to internal and external partners, update existing training material as needed, develop new training, and create new videos to keep material current.
- Deploy locally to provide support to medically disembarked guests and crew, or internationally to assist displaced guests and crew with lodging, transportation, and address immediate needs. Deployments include connecting team members with counsellors, picking up a guest or team member from the airport, purchasing and delivering items to a guest/team member at a hotel or in a hospital, coordinating or assisting with memorial services, arranging meal delivery services, etc.
- Administrative work including coding invoices, ensuring volunteers are compensated accordingly, updating case log, maintaining CareTeam mailbox, etc.
Qualifications:
- Bachelor’s Degree in Hospitality/education /business administration/psychology
- 3+ years in a customer service role, and CareTeam deployment history (internal candidate) Crisis Response or related experience
Knowledge, Skills and Abilities:
- Must have management skills, organizational skills, be proactive, resourceful, and have a caring nature
- Microsoft Office, Outlook, Word, PowerPoint and Excel
- Customer service skills
- ability to work under pressure
- ability to work within deadline
- highly organized
- proactive
- Must, possess excellent organizational, interpersonal, and communication skills
- excellent command of English and Spanish languages both written and verbal
- strong attention to detail and ability to work effectively in a multi-tasked
- fast-paced environment, and to analyze and resolve issues independently.
- Comfortable speaking in front of large groups and ability to engage an audience
- Possess an understanding of the various learning styles and how to create a curriculum to effectively reach each of those styles.
Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. Requires regular movement throughout CCL facilities. May need to stand for long periods of time.
Travel: 25-50% ship-based travel
Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential. Work may require employee to work inside and outside with exposure to changing climate and/or operate machinery. May be requested to work a different shift. Night, Holiday, and weekend work required.