Accommodation Services Agent

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

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

• 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.

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 Sutherland’s business.