Remote Associate Member Experience
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 Apply tot his job