About the position
Responsibilities
• Handle inbound and outbound contacts in an omni-channel contact center customer service environment serving Owners and Members while efficiently identifying customer's needs, clarifying information, research member concerns and provide solutions.
• Confirm reservations and provide relevant information about the resorts, unit amenities, and travel information.
• Answer inbound contacts and answer inquiries aimed at educating our owners and members regarding all program options, benefits and self-service opportunities.
• Assist owners with lower-level challenges and provide resolution using our Spirit of Service techniques and empowerment tools provided.
• Generate interest in special services such as cancellation protection and promotional opportunities available when applicable.
• Interact with internal customers and maintain relationships with business support departments.
• Transact maintenance fee payments, loan payments, payoffs, and Club assessments when applicable.
• Provide assistance confirming reservations with applicable points while providing comprehensive information about the resort/hotel, utilizing numerous software applications during this process for applicable owner/members.
• Maintains knowledge of and follows customer information and data security processes at all times.
• Adhere to, meet, or exceed all performance metrics, KPI's and goals as defined by departmental leadership.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Perform any reasonable request by management that supports the department's mission and goals.
Requirements
• 6 months of professional customer service experience
• Friendly and enthusiastic demeanor with a positive outlook.
• Dedication for providing positive experiences for our Owners and Members.
• Detail-oriented, self-motivated, and a problem solver.
• Verbal Fluency in English language required. Bilingual in Spanish, Portuguese helpful.
• Basic computer literacy and skills
• Must be able to talk and type simultaneously.
• Flexibility is required to include nights, weekends, and/or major holidays. Schedule assignment will be based on business demand.
Nice-to-haves
• 1+ years professional experience in call center customer service.
• Timeshare, travel, call center, or hotel front desk background.
• Proficient in Microsoft Office including Outlook, Word, Excel.
Benefits
• Competitive pay
• Excellent benefits
• Long-term career opportunities
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