Together, We Can.
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.
- 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.
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.
-
Benefits that support Team Member health and financial wellbeing.
-
Travel and hotel discounts for Team Members, family and friends.
-
A healthy work-life balance with PTO and flexible hours.
-
Team Member events that build camaraderie through fun activities.
-
An open-minded culture committed to diversity and inclusion.
-
Incentives for Team Members that exhibit excellence every day.
