Accommodation Services Agent

The Accommodation Services Specialist Agent supports the administration and coordination of workplace accommodation services by managing communications documentation workflow activities and compliance-related processes. The agent ensures accommodation events progress efficiently through their lifecycle while maintaining accurate records and timely stakeholder engagement.

Key Responsibilities

Accommodation Event Management

• Review accommodation event requests for completeness and required information.
• Monitor accommodation events throughout the lifecycle.
• Track milestones status changes and required actions.
• Support event closure activities and documentation completion.

Documentation & Communication Management

• Create update and maintain customer profiles.
• Draft revise and distribute accommodation-related communications.
• Organize and maintain supporting documentation and records.
• Ensure documentation meets organizational standards and compliance requirements.

Employer Coordination & Outreach

• Coordinate employer communications regarding accommodation activities.
• Manage outreach efforts and follow-up correspondence.
• Track responses and document engagement activities.
• Facilitate information exchange between stakeholders.

Workflow & Task Management

• Monitor pending actions and service requests.
• Generate reminders for key deadlines and activities.
• Manage task queues and workflow progression.
• Escalate items requiring additional review or action.

Vocational Referral Coordination

• Identify cases requiring vocational services referrals.
• Coordinate referral activities with appropriate providers and stakeholders.
• Track referral status and outcomes.
• Maintain referral documentation and communication records.

Records Management & Compliance

• Maintain complete and accurate event records.
• Ensure documentation is updated throughout the accommodation lifecycle.
• Support compliance with organizational policies and procedures.
• Prepare and maintain closure documentation and audit-ready records.

Core Capabilities

• Accommodation event review and tracking
• Documentation management
• Professional correspondence drafting
• Workflow coordination
• Task and reminder management
• Employer outreach coordination
• Vocational referral administration
• Records maintenance
• Compliance monitoring
• Case lifecycle management

Qualifications :

• A minimum of 4 CXC/GCE subjects inclusive of English Language and a numeric subject or a U.S. high school diploma or GED. 
• Must have a valid (not expired) government issued ID TRN and NIS card.
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must be able to train and / or work onsite.
• Demonstrated ability to perform at a high level to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Good systematic problem solving ability  using sound business judgment and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• See through the eyes of the customer.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience empathy caring and sincerity in written words or voice tone depending on channel.
• Ability to effectively organize prioritize multi-task and manage time.
• Multi-tasking skills showcased through conversing while navigating our systems the use of several applications simultaneously; experience working with CRM applications preferred.
• Good Typing Skills Minimum 35 wpm with minimum 80% accuracy.
• High level of integrity
• Basic PC keyboarding skills; basic Microsoft Office (Outlook Word Excel) experience required.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour actions and thoughts of others.
• Must be able to pass a criminal background check and drug test as needed.

Additional Information :

As your prospective employer we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherlands business.

Remote Work :

No

Employment Type :

Full-time