Qu’est-ce qui rend Hilton Grand Vacations unique?
Ensemble, tout est possible.
Ensemble, tout est possible.
Nous pensons que notre force la plus importante est notre personnel. Le fondement de notre culture est de valoriser et de célébrer les différences uniques qui nous font prospérer en tant qu’individus et nous engager ensemble. Los quelque 12 000 membres de notre équipe à travers le monde sont à l’origine des expériences mémorables offertes chaque jour à nos clients et propriétaires. C’est leur talent, leur engagement et leur passion pour notre marque qui ont un impact positif sur notre industrie et les collectivités dans lesquelles nous vivons et travaillons. Ils sont passionnés d’offrir à nos clients des expériences exceptionnelles, et nous sommes passionnés de reconnaître, récompenser et soutenir ces réalisations. Ensemble, tout est possible.
Échappez à l’ordinaire! C’est le moment idéal pour rejoindre notre équipe en plein essor et une entreprise chef de file dans l’industrie des vacances!
Échappez à l’ordinaire! C’est le moment idéal pour rejoindre notre équipe en plein essor et une entreprise chef de file dans l’industrie des vacances!
Under general supervision, Member Engagement Specialist will help engage member participation to foster long-term connections, helping to reduce our Hilton Grand vacations rescission rate. This role will be responsible for educating members, answering members’ questions, with a focus on retaining current members via one-on-one consultations and other engagement activities.
As a Specialist Member Engagement,  you would be responsible for:
- When required, hosts live virtual appointments with members/owners while being on camera or performing one-on-one customer education calls.
- When required, Accurately and efficiently inputs appointment information and call results in applicable systems.
- In addition to basic Club training, this role will be responsible for handling inbound and outbound contacts for at least 4 additional skills or membership types.
- When required, performs outbound calls to owners related to appointment setting, survey follow up and other outbound campaigns as assigned.
- When required, performs outbound calls to owners related to social media posts as requested by the Social Media team.
- Researches and resolves concerns and questions raised by members/owners.
- Responsible for educating members and providing accurate account information.
- Educates members on the benefits of their membership/ownership.
- Provides information to members as it relates to their account.
- Maintains compliance of all time keeping and attendance policies.
- Held accountable for all appointments/meetings that are scheduled.
- When applicable, must meet or exceed required departmental expectations to be eligible for incentive programs.
- Must be able to identify multiple membership products and services.
- Must be able to work a flexible schedule including nights, weekends, and holidays.
- Demonstrates a strong ability to identify, analyze, and solve problems.
- Promotes a positive « can do » attitude and works as a team player.
- 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.
- Performs other related duties as assigned.
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- Ability to work well under pressure in a fast-paced environment.
- 9 months of professional customer service experience
- Cross training in 4+ Club skills or membership types
- Strong multi-tasking skills while retaining accuracy and quality of work.
- Exhibits strong analytical, communication, and decision-making skills to make independent policy and procedure decisions.
- Computer proficiency in Microsoft Word, Excel, and Outlook.
- Understands how to develop and implement business strategies.
- Excellent customer service skills.
- Proficient in time management; the ability to organize and manage multiple priorities.
- Ability to take initiative and effectively adapt to changes.
- Recognizes an emergency and takes appropriate action.
- Able to establish and maintain a cooperative working relationship.
- Able to use sound judgment, work independently, with minimal supervision.
- Strong analytical and problem-solving skills.
- Performs well with frequent interruptions and/or distractions. In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:
- 1+ years professional experience in call center customer service.
- This role requires the ability to navigate multiple computer systems and screens simultaneously.
- Meets/exceeds performance standards.
- No disciplinary issues within the last 6 months
- Demonstrates expertise regarding Club Memberships (HGV, HVC, BG)
- Receives positive owner feedback as measured through associate survey platform.
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 will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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Des avantages sociaux qui favorisent la santé et le bien-être financier des membres de l’équipe.
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Des rabais sur les voyages et les hôtels pour les membres de l’équipe, leur famille et leurs amis.
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Un équilibre sain entre vie professionnelle et vie privée avec congés pour des motifs personnels et horaires souples.
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Activités pour membres de l’équipe qui renforcent la camaraderie grâce à des activités amusantes.
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Une culture ouverte d’esprit engagée envers la diversité et l’inclusion.
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Des incitatifs pour les membres de l’équipe qui font preuve d’excellence chaque jour.
