Together, We Can.
- Answer inbound telephone calls from Club/Legacy members with mastery and efficiency to identify customer’s needs, clarify information, research every issue, and provide innovative solutions, options and service while documenting interactions in various platforms.
- Confirm reservations at Club Resorts, providing comprehensive information about the resort/property, unit and property amenities and mandatory alerts.
- Confirms Hotel Reservations with Club Points/Bonus Points/Hilton Honors Points through Hilton Honors as well as Direct Stay program
- Initiate outbound telephone calls to Club Members and encourage usage of our program, vacation planning and problem resolution.
- Educate on the use of self-service web/mobile app channels and promotes the usage of self-serve tools when applicable.
- Transact maintenance fee payments, loan payments and payoffs and Club assessments for members and owners when applicable.
- Maintain the highest product expertise with internal customers to include Sales, Direct Marketing, Portfolio Services, Association Services, and other departments when support is required in servicing a member
In addition, Senior Club Counselor will be responsible for fulfilling Team Lead responsibilities when a Team Lead is absent or upon request in low call demand period. Primary Team Lead areas of focus include:
- Handling calls elevated by Club Counselors requiring customer service recovery.
- Coaching, mentoring and giving one on one feedback for the new Club Counselors.
- Giving extra attention to new Club Counselors by offering encouragement and sharing experiences to provide a hospitable transition into Club Japan.
- Performing any reasonable request by management that supports the department’s mission and goals.
Other duties that were assigned by Club Leadership Team.
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Minimum two years of Elite Premier /Club Counselor, or Specialists related to Club Operations
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Minimum two years of professional customer service experience preferably in an inbound call center environment
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Excellent verbal and written customer communication skills in Japanese
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Ability to motivate, coach and inspire others
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Computer literacy required with skill to input in English
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Must be a detail oriented, self-motivated problem solver with team building and leadership skills.
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People management or coaching/mentoring experience.
- Three or more years of professional customer service experience in an inbound call center environment
- Timeshare, Travel, or Hotel industry background
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.
List Japan Specific Holidays/Vacations
- Two days off per week (Japan only)
- An average of 124 days off each year (Japan only)
- Observance of national holidays
- Paid vacation time and sick leave
