Together, We Can.
The Contact Center Engagement Specialist facilitates activities and efforts across all HGV Contact Center brands to drive Team Members’ sales and service performance as well as Team Member engagement and retention. The Specialist outlines program details, gains agreement with collaborators across brands, and facilitates execution of activities and communication.
Additional Responsibilities include:
- Contests: Typically shorter activities that can range from a single day to 1-2 weeks. These will typically be aligned to have a certain number of winners for top performers across our work groups (i.e. HGV Club vs Loyalty vs Bluegreen Club.) Contests are also usually paid out in Spark points or a prize,
- Short-term Incentives: Usually longer programs than contests such as a 1-2 month ongoing Promotional Inventory incentive.
- Aligns reporting and any necessary incentive payout fulfillment across all brands:
- Customer Service Week: Leads planning, communication and coordination efforts for this annual activity, beginning 3-4 months in advance of the October celebration. Outlines theme/logo, daily activities & prizes, technical sites to be used to support engagement activities, grand prizes at the end of the week, and any gifting that may be planned for all Team Members.
- Spirit Weeks: Supports activities similar to what is noted above for Customer Service Week. Spirit Weeks can occur at separate times throughout the year and have different themes and activities such as Holidays, athletic events such as the Olympics or March Madness, and include engagement items such as photo contests, costume contests, etc.
- Work with Leaders to plan out monthly activity schedule, which can be inclusive of contests/incentive events, Spirit weeks, Town Hall meetings, and Learning & Development activities.
- Support the HGV Advisory Committee by assisting with planning monthly sessions with Leadership, coordinating meeting details with guest speakers and compiling meeting notes.
- Facilitates Attendance Program tracking and reporting for all contact center Team Members and provides transparency to Leadership team across all brands.
- Supports PTO processes such as reports and audits to assist Leadership team.
- Assists with the planning, coordination and facilitation of in-person events, as needed.
- Owns and maintains Outlook email route lists, including initial set-up and ongoing management of included Team Members (adding new hires, removing terms, etc.)
Why do Team Members like working for us:
- Day 1 Benefit Eligibility
- 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 offered*
- Eligibility: All US hourly Team Members not represented by a labor organization or subject to collective bargaining agreement
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- Must be knowledgeable of Club Programs, preferred 2-4 years servicing experience at multiple servicing tiers.
- Must have excellent verbal and written communication skills.
- Able to effectively identify Vendors as needed for activities/gifts, and ongoing Vendor management.
- Personal skills: Problem solving, organization, communication, detail oriented, strong time management, budgeting and managing expenses, lead by example and take active ownership and accountability.
- Technical skills: Proficient in Microsoft Word, Excel, Power Point, Outlook and ideally some graphic design skills.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Knowledge with using various Microsoft programs; proficiency in Excel.
- Ideally the candidate would have proficiency in Acuity, SharePoint, and Oracle, though this can be developed over time.
- Enthusiastic about the company’s values and strategic priorities, up-to-date on integration efforts and branding strategies
When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.
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 crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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.
