Together, We Can.
Through the mission and values of Hilton Grand Vacations, this remote position is responsible for providing exceptional owner and member customer service in a multi-channel, contact center environment (phones, chat, email and social media,) while efficiently upselling and promoting program offerings and benefits, and driving the goals and vision of the organization.
- Respond to inbound and outbound contacts in a multi-channel contact center customer service environment serving Owners and Members while efficiently identifying customers’ needs, clarifying complex information, researching member concerns, and problem-solving. Contacts can be initiated by phone calls, chats, and social media.
- Responsible for problem solving, educating owners and members of the vacation ownership value, de-escalating challenging situations while providing solutions with empowerment tools provided.
- Answer inbound contacts and inquiries aimed at educating our owners and members regarding all program options, benefits, and self-service opportunities to support lifetime satisfaction and engagement.
- Service reservation requests through booking, modifying, cancelling, and presenting vacation alternatives when the customer’s original request is not available. Provide relevant information about the resorts, unit amenities, and travel information.
- Generate interest in special services through upselling products such as cancellation protection and promotional opportunities available when applicable.
- Maintain product understanding relating to financial aspects of ownership, such as maintenance fee payments, loan payments, payoffs, and Club assessments when applicable.
- Learn and maintain comprehensive information expertise regarding vacation ownership rules, usage, resort/hotel, while utilizing numerous software applications during this process for applicable owners/members.
- Interact with internal customers and maintain relationships with business support departments.
- 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 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
What Are We Looking For?
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- 6 months of professional customer service experience supporting complex products
- Detail-oriented, self-motivated, and a problem solver.
- Friendly and enthusiastic demeanor with a positive outlook.
- Dedication to providing positive experiences for our Owners and Members.
- Verbal Fluency in English language is required. Bilingual in Spanish and French-Canadian available.
- Advanced computer literacy and skills demonstrating competency using multiple applications
- 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 individual performance and business demand.
In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:
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1+ years of professional customer service experience supporting complex products
- Timeshare, travel, contact center, or hotel front desk background.
- Proficient in Microsoft Office, including Outlook, Word, and Excel
Extraordinary People,
Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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Benefits that support Team Member health and financial wellbeing.
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Travel and hotel discounts for Team Members, family and friends.
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A healthy work-life balance with PTO and flexible hours.
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Team Member events that build camaraderie through fun activities.
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An open-minded culture committed to diversity and inclusion.
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Incentives for Team Members that exhibit excellence every day.
