The Agent Guest Experience position is charged with researching and organizing information in collaboration with Sales and Resorts and providing response to high level concerns and complaints with emphasis on a satisfactory resolution while adhering to guidelines established by the company. Other responsibilities include:

• Resolves issues efficiently, effectively, and professionally through all communication methods (e.g., telephone, email, letters, or in person).
• Handles inbound call and workgroup queues, including Special Needs, Chairman’s Line, Rescission Inquiry and HSM.
• Conducts full Sales Integrity Process reviews and research of owner/member concerns as presented for resolution.
• Plan and host conference calls with designated Sales representative and owner/members, and review the contract and notes of the Quality Assurance audio and video taped session.
• Handles Consumer Advocacy queries, Better Business Bureau inquiries and performs satisfaction check-ups when issues are resolved within another area of the organization.
• Handles Transitions program inquiries, eligibility requests, logging, data processing and follow-up steps.
• Logs and routes resort operational failures to the appropriate Resort management to handle and resolve with the owner/member or guest.
• Gathers and organizes information received relating to medical hardship requests to submit for approval with financial services
• Makes informed decisions relating to problem solving from members through investigations, observances, and merits.
• Captures and maintains member feedback in relation to membership. Proactively resolves escalated issues, and provides timely feedback of resolutions. Interacts with relevant departments within the Company to resolve cases assigned.