Together, We Can.
- Processes various transactions in Clarity, other internal systems, and/or third-party systems accurately and with attention to detail according to established policies and procedures.
- Collaborates with customers (Owners, Hotel Guests), third-party business partners/service providers, and internal Diamond Resorts departments as needed, delivering outstanding customer service in a friendly, personalized manner.
- Aligns with customer information and data security processes at all times.
- Responds to phone calls, emails, and requests for callbacks within established response time standards.
- Adheres to established policies and procedures for all departmental functions.
- Takes personal ownership to resolve issues or complaints by thoroughly researching the problem, identifying possible solutions, raising the matter to a Supervisor when appropriate according to established policies and procedures, and following up to ensure timely resolution.
- Adheres to departmental standards for quality and accuracy in every task, follows set procedures, and is open to continuous feedback and mentoring to consistently reach or surpass performance goals.
- Maintains and expands job knowledge and skill development by actively participating in departmental and company training programs and educational opportunities.
- Proactively participates in team meetings and feedback sessions.
- Advises Supervisor of problems with computer equipment, Clarity, I3 and other systems immediately to support maximum efficiency and productivity.
- Adheres to assigned shift schedules and breaks, lunch, and task assignment schedules.
- Encourages new team members and actively participates as an onboarding and training partner during new hire sessions. They foster a spirit of collaboration by sharing product knowledge, guidelines, and ongoing support with colleagues.
- Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
- Completes all required Company training/compliance courses as assigned.
- Follows organizational guidelines and ensures adherence to all policies and procedures.
- Performs other related duties as assigned.
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of accurate business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Specific skills and abilities include, but are not limited to the following:
- Outstanding written, listening, and verbal interaction abilities.
- Ability to access, read, and accurately input data in a moderately complex computer system.
- Ability to make accurate mathematical calculations using a 10-key calculator.
- Ability to effectively prioritize various tasks and adjust to change within a fast-paced business environment.
- Ability to retain knowledge related to essential job functions and effectively apply provided reference tools.
- Ability to handle and diffuse problem situations with courtesy, empathy, and a solution-focused approach.
- Capability to apply analytical and decision-making skills to provide options and solutions for problems in diverse situations.
- Ability to switch between multiple systems and software programs to complete all work processes.
- Ability to address customer concerns by persuading and offering multiple choices.
- Possesses a positive, professional attitude and friendly, helpful demeanor.
- Computer proficiency in Microsoft Word, Excel, and Outlook.
- Excellent customer service skills.
- Proficient in time management; the ability to coordinate and prioritize several tasks.
- Ability to take initiative and effectively adapt to changes.
- Recognizes an emergency situation and takes appropriate action.
- Able to establish and maintain a cooperative working relation.
- Ability to interpret and build spreadsheets.
- Able to use good judgment; work independently, with minimal supervision.
- Strong analytical and problem-solving skills.
- Able to handle a range of duties, frequently shifting from one task to another of a different kind, with approaching deadlines and/or set timeframes.
- Basic math skills.
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 provide accommodation for individuals with disabilities to participate in the application or interview process. We also support them in performing essential job duties and access employment benefits. Please contact us to request assistance.
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.
