ヒルトングランドバケーションズがユニークな理由とは？
Together, We can.
Together, We can.
当社の最も重要な強みは、社員であると考えています。当社ブランドの文化の基盤は、それぞれの個性を生かしながら互いに高め合うことで成長することです。オーナー様とゲストの皆様に、記憶に残る体験を日々お届けできるのは、世界中の12,000人を超えるチームメンバーのおかげです。私たちの業界、さらには私たちが生活し、働く地域社会にポジティブな影響を与えるのは、当社ブランドに対するチームメンバーの才能、コミットメント、情熱です。チームメンバーはゲストの皆様に素晴らしい体験を提供することに情熱を傾けることに、そして私たちはその成果を認め、褒賞し、サポートすることに情熱を注いでいます。 バケーション業界をリードし、成長を続けるチームの一員となる絶好の機会です！
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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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。
