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
Extraordinary People,
Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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Benefits that support Team Member health and financial wellbeing.
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Travel and hotel discounts for Team Members, family and friends.
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A healthy work-life balance with PTO and flexible hours.
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Team Member events that build camaraderie through fun activities.
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An open-minded culture committed to diversity and inclusion.
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Incentives for Team Members that exhibit excellence every day.
