Together, We can.
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!
- Answer inbound contacts and chats, from Team Members, in a global omni-channel contact center.
- Take over escalated calls when needed.
- Assist Management Team in the operation of 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 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, third party team members, etc. when support is required in servicing a member with utmost professionalism.
- Adhere to, meet or exceed all performance metrics, KPI’s and goals as defined by departmental leadership.
- 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.
- Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
Why Team Members Love Working For Us?
- Day One Team Member Benefits!
- Recognition Programs and Rewards
- Discounted Hilton hotel rates worldwide
- 401(k) program with company match
- Employee stock purchase program
- Tuition reimbursement program
- Numerous learning and advancement opportunities.
- And much more!
Our dedication to excellence is recognized and celebrated by some outstanding accolades, including having been named to Newsweek’s “Top 100 Most Loved Workplaces®” list for the third year in a row and placed fourth on the list this year, being named a top company in Travel & Hospitality by LinkedIn on its 2022 Top Companies Industry Edition list, ranking first in the hotel and travel industry on Dave Thomas Foundation’s “Best Adoption-Friendly Workplaces” list, becoming a Great Place to Work® certified company in 2022.
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
- 1+ years of professional customer service experience
- Minimum 1 year of experience in one Club legacy products
- Dedication for providing positive experiences for our Owners and Members.
- Verbal Fluency in English language required. Bilingual in Spanish, Portuguese useful.
- Intermediate digital literacy and skills
- Ability to talk and type simultaneously.
- Flexibility is required to include nights, weekends, and/or major holidays. Schedule assignment will be based on business demand.
In addition, the following qualifications are preferred:
- 2+ 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
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チームメンバーの健康や財産形成を支援する福利厚生。
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チームメンバーやご家族、ご友人向けの旅行および宿泊割引。
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有給休暇や柔軟な勤務時間で、健康的なワーク・ライフ・バランスを実現。
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楽しいアクティビティを通じて連帯感を高めるチームメンバー向けイベント。
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多様性と包含性に取り組む偏見のない文化。
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日々の業務で優れた実績を挙げたチームメンバーへのインセンティブ。
