If you have a passion for supporting a team and a desire to provide excellent Owner/Club member customer service, this is the role for you!
Respond to inquiries and address blocking issues from Team Members and Owners/Club Members.
Essential Job Functions:
- Answer inbound contacts, from Team Members, in a global omni-channel contact center.
- Take over advanced calls from team members when needed.
- Assist Management Team in the operation of a global omni-channel contact center by providing support to Team Members who help Owners/Club Members and other guests with reservations, program education, maintenance fees, loans, website usage troubleshooting or any other request, as needed.
- Support and guide team for timely and knowledgeable call handling to meet ASA and Service Level goals.
- Support club counselor and specialist staff in answering questions, providing assistance with advanced calls, offering support and mentorship.
- Assist in the administration of the internal and external help lines, which provide support and assistance to sales and resort operations staff.
- Respond to customer service calls requiring intervention while accurately following the compensation levels established. When necessary, work with Resolution Specialist in handling higher level challenges.
- Assist with outbound programs or special projects ensuring the best usage of staff during peak and off-peak periods under the direction of the Department Management.
- Engage with internal customers for membership support, portfolio services, and more with integrity.
- Interact with third-party team members when needed and deliver outstanding internal and external customer experience.
- Provide inbound customer assistance during high demand or low staff periods.
- Meet or surpass all performance metrics, goals, and objectives set by departmental leadership.
- Perform any reasonable request by management that supports the department’s mission and goals.
- Flexible work schedule with shift rotation to include MOD on the Saturday, Sunday and major holidays.
- Promotes a positive "can do" attitude and works as a great teammate.
- Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
- Completes all required Company training/compliance courses assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.
Knowledge, Skills, and Abilities:
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
- 1+ years of professional customer service experience
- Minimum 1 year of experience in one Club legacy products
- Friendly and enthusiastic demeanor with a positive outlook.
- Dedication for providing positive experiences for our Owners and Members.
- Diligent, self-motivated, and a problem solver.
- Verbal Proficiency in English language required. Bilingual in Spanish, Portuguese helpful.
- Intermediate 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.
In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:
- 2+ 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.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We accommodate individuals with disabilities during the job application process, for job functions, and benefits.
