Lead Club Counselor

Through the mission and values of HGV, this position is responsible for answering inbound requests for assistance and escalations from Team Members and Owners/Club Members, in a global omni-channel contact center environment with primary focus on serving Owners/Club members, while efficiently administering and promoting program offerings and benefits and driving out the goals and vision of the organization.

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!

Additional responsibilities include:

• Answer inbound contacts, from Team Members, in a global omni-channel contact center.
• Answer inbound chats, from Team Members, in a global omni-channel contact center.
• Take over escalated 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.
• Provide daily support, direction, and communication to team members so that calls are answered in a timely, efficient, and knowledgeable manner with focus on achieving ASA and Service Level goals established.
• Assist club counselor and specialist staff, answering questions, assisting with escalated calls, providing support and guidance.
• 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 properly following the compensation levels established. When necessary, work with Resolution Specialist in handling higher level challenges.
• Assist with outbound programs or special projects insuring the best usage of staff during peak and off-peak periods under the direction of the Department Management.
• Interact with internal customers to include membership support, portfolio services, maintenance fee services, owner referral, etc. when support is required in servicing a member with utmost professionalism.
• Interact with third-party team members when necessary and provide exceptional internal and external customer experience.
• Provide inbound customer assistance during high demand or low staff periods.
• 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.

Why do Team Members like working for us:

• Day 1 Benefit Eligibility
• Driven base pay
• Recognition Programs and Rewards
• Discounted Hilton hotel rates worldwide!
• 401(k) program with company match.
• Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation
• Paid Sick Days
• Employee stock purchase program
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• Daily Pay Option
• Eligibility: All US hourly Team Members not represented by a labor organization or subject to collective bargaining agreement

Our dedication to excellence is recognized and celebrated by some outstanding accolades including being named to Newsweek’s Most Loved Workplaces list in 2021, a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list and becoming a Great Place to Work® certified company, earning our 2022 certification.