Family Support Training Specialist (Bilingual) - Carnival Global Brand

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.

This position is classified as “remote.”  As a remote role, it allows employees to work full-time from the comfort of their home. It may also require regular travel to Carnival headquarters in Miami, FL for in-office collaboration.  Sourcing of candidates is primarily done in Carnival’s remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas.  If the search is extended past those areas, candidates must be located in one of the following U.S. states: FL, GA, TX and NC

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.  

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage 
• Financial Benefits:
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion. 
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.  
• Other Benefits
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
  • Personal and professional learning and development resources including tuition reimbursement 
  • On-site preschool program and wellness center at our Miami campus

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