Social Media Guest Support And Recovery Lead - Remote

Job Description

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. With parent company Carnival Corporation, Princess has introduced Medallion Class Vacations. This award-winning innovation offers the fastest way to an effortless, personalized vacation.

We are seeking an experienced social media lead to join our Direct Acquisition and Retention team. This is can be a 100% remote position and reports to our Santa Clarita, CA office. As Lead, Social Media Guest Support and Recovery you’ll be responsible for updating the Cruise Vacation Planner Facebook page, monitoring and responding to guest inquiries, concerns, and feedback on various social media platforms. You’ll ensure the page is updated with the sales and marketing posts while adhering to brand guidelines and collaborate with the global direct sales channel for content for the page. You’ll also support the Social Media Guest Support & Recovery Specialists with escalated issues and issues they are not empowered to resolve on their own.

Here’s a summary of what Princess is looking for in its Lead, Social Media Guest Support and Recovery. Is this you?

Responsibilities

• Creating and publishing content to a Cruise Vacation Planner Facebook page and interacting with their communities and audiences.
• Collaborating with the global direct sales team to manage reputation, identify key players and coordinate actions.
• Monitoring Social Media Channels and keeping a close watch on social media platforms (such as Facebook, Twitter, Instagram, LinkedIn) for direct guest messages, comments, mentions, and reviews related to the business or brand.
• Addressing customer queries, concerns, and complaints in a timely and empathetic manner. Providing accurate and helpful information to resolve issues and answer questions.
• Analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information.
• Ensuring that all interactions with customers on social media maintain the brand’s tone, voice and values.

Requirements

• 2+ years of related experience in direct customer service, marketing and content editing on social media platforms, monitoring social media, with sales and reservations experience highly preferred.
• Excellent interpersonal skills and communication skills (verbal and written) with guests, employees, other departments, and management. Must be comfortable talking on the phone to address concerns and resolve problems.
• Knowledge of online marketing and good understanding of major marketing channels.
• Strong listening skills and the ability to empathize and connect with customers.
• Ability to independently assess situations and use judgment on the best course of action.
• Time management and organizational skills.
• Familiarity with or ability to become proficient in relevant systems to access and update guest information.
• Must be able to work a non-standard work week. Current hours are Tuesday-Saturday, 12-8PM PT.
• Must be legally authorized to work in the United States. Holland America is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

This position can be 100% fully remote, US Only, reporting to our Santa Clarita office. (please note that Princess is not setup to hire anyone in the following states: AR, CT, DE, HI, IA, KY, LA, ME, MI, MT, MS, ND, NE, NH, OK, SD, VT, WV, WI, WY).

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Hourly Range: $23.75-$32.07. The range is applicable for the labor market where the role is intended to be hired. Final base pay is directly related to each candidates' qualifications and experience uniquely.

Our Culture… Stronger Together

Our highest responsibilities and top priorities are compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at:
https://www.princess.com/aboutus/culture-framework/.

Princess is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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