CareTeam Specialist

Great vacations begin with great employees!

Combine your experience and sense of adventure by joining our exciting team of employees in Miami, FL. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world. 

Position Summary:

Provides emotional and logistical support and assistance to our guests and crew 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.

Career Snapshot:

• Provides emotional and logistical support to guests and crew encountering serious crisis events
  • e.g. medical emergencies, medical disembarkations, accidents onboard and ashore, deaths, missing persons and victims of crime
• Establishes contact with family members of injured/ affected persons and keeps them continually informed of medical status until they are sent home
• Liaises with travel insurance providers to open a claim and facilitate hospital admission and/or medical evacuation as necessary
• Coordinates all flights, hotels, transfers and repatriation of the affected guest, crew and family
• Arranges counselling services where necessary
• Acts as a facilitator between ship, guest, crew, family, port agent, travel insurance and medical facility
• Documents all necessary records, opens claims in relevant databases and approves authorized invoices in relation to managed cases
• Mentors and manages the CareTeam Associates on their designated ships, ensuring par numbers are maintained and training is conducted on a regular basis
• In special circumstances, travels to a ship or port to provide direct assistance to crew, guest or family members during a crisis event
• Collects data regarding applicable incidents and, when applicable, hands over cases to Guest Services and/or Guest Claims
• Responds to and resolves guest complaints and escalates to management and legal as necessary
• Executes waiver of onboard charges, and in the case of deaths and other significant events, has guest and family removed from future marketing databases
• Attends staff meetings and participates in the discussion of current pending matters
• Handles out of the ordinary cases

Requirements:

• Minimum of 3 years of related experience and/or training
• Read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents
• Respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
• Write speeches and articles for publication that conform to prescribed style and format
• Effectively present information to management, public groups, and/or boards of directors
• Speak English and Spanish fluently
• Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
• Apply concepts of basic algebra and geometry
• Define problems, collect data, establish facts, and draw valid conclusions.

Preferences:

• Associates degree preferred
• Customer services training preferred
• Specialized training in sexual assaults and/or victim's rights programs preferred

Thank you for your interest in this role. Royal Caribbean Cruises Ltd. is the world's second largest cruise company, operating under Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands. These brands offer an array of onboard activities, services and amenities, including simulated surfing, swimming pools, sun decks, beauty salons, exercise and spa facilities, ice skating rinks, in-line skating, basketball courts, rock climbing walls, miniature golf courses, gaming facilities, lounges, bars, Las Vegas-style entertainment, cinemas and Royal Promenades, which include interior shopping, dining and an entertainment boulevard.

Join our team as a CareTeam Specialist. Once you click to apply below, it will take you 10-15 minutes to complete our application, which will help us better qualify your candidacy.   If you are being considered for this position you will hear back from us within the next 30-60 days.  During this time, you can view your application status on our career site. 

RCL is an Equal Employment Opportunity employer.