The Gig:
The Sailor Services lead will provide escalated support to our Sailor Services Crew, Sailors, and First Mates. The Leads will interact with internal partners and external customers in order to successfully manage Sailor, First Mate, and Senior Leadership escalations. This role will lead the Sailor Services crew in escalated matters to resolve situations and remove barriers to excellence.
What You'll Be Up To:
- First line of defense to our Sailor Services Crew to enable best-in-class service delivery for Sailors and First Mates.
- Leverage internal relationships to influence others to help support and solve when external departments are required to provide services
- Assist Sailors, First Mates regarding any concerns or problems pertaining to bookings, policies, and procedures either directly or by contacting the appropriate department for resolution assistance
- Monitor phone skills, queues, and phone statuses for specific teams daily
- Conduct detailed research on bookings as needed utilizing Salesforce, Seaware, MXP, Ring Central and other internal systems
- Ensure our crew understand and comply with all procedures and policies
- 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
- Communicate effectively with leaders, peers, co-workers, and internal/external contacts through both oral and written skills
- Provide support with training curriculum preparation and presentation as required
- Resolves Sailor Solutions service issues at a supervisor authority level
- Analyzes problems giving careful attention to cost implications of compensation and reach independent decisions for resolutions
- Maintain CRM regarding nature of issues and concerns and detailed records of all cruise credits, shipboard credits, and refunds
- Performs follow-up and resolution of problems and reports back to Senior Leadership as needed
- Provide guidance and support to Sailor Solutions Crew with any inquiries
- Coach crew in improving service delivery
- Analyze learning objectives foreach sailor services team
- Design ways of optimizing procedures and keeping teams motivated and engaged
SuperPowers Required:
- A minimum of 3-5 years of customer service experience
- A minimum of 2-4 years in a supervisory role
- Must possess excellent customer service and problem-solving skills
- 3-5 years of travel industry experience is also preferred
- Perform work in a sitting position and to view a computer screen for extended periods (for up to an entire shift period notwithstanding scheduled breaks and lunches)
- Ability to hear and speak clearly using a telephone headset for the purpose of continuously answering inbound telephone calls
- Must conform to a flexible schedule including daily shifts, nights, weekends and holidays
- Ability to work in a call-center environment (open cubicles in close proximity to others, exposure to continuous background noise)
- Comply with internal policies, guidelines, and conduct standards
- Strong interpersonal relations skills
- Strong analytical, organizational and decision-making skills
- Must possess the ability to create accurate, error-free work
- Must have knowledge of travel-related issues
- Proven ability to prioritize tasks and work well in a fast-paced, high-growth environment
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.
What We Do
I'm often asked what it is that makes Virgin different. The simple answer is — our people” Sir Richard Branson
At Virgin Voyages, we love the wide ocean waves, the sting of salt spray and the anticipation for places and experiences unknown. It’s exhilarating! That’s how travel should always feel.
Our people are the heart and soul of our business. We are a passionate lot, united in our desire to create something really special for our future sailors. These sailors have challenged us to create something more audacious than the word “cruise” can capture. We've accepted the challenge. From our custom-designed ships, to our commitment to charting a greener course through the ocean’s blue, to delivering you a holiday where irresistible style has finally found its sea legs, we can’t wait to welcome you onboard.
Virgin Voyages, the ship of things to come
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