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