Together, We Can.
The Customer Experience Specialist will handle escalated guest concerns and retention by phone, email, or online chat. Making certain to listen effectively to find the root cause of issues, the CX Specialist will communicate clearly in a friendly way to solve the issue and complete follow-up as required. Significant outbound call work and follow-up are required in this role.
Responsibilities:
- Handle guest concerns before, during and after a vacation is purchased and/or used.
- Deliver prompt and professional solutions for customer inquiries via direct contact, phone, email and online chat.
- Responds to customer inquiries/concerns by understanding inquiry; reviewing previous inquiries and responses; interact with contracted vendors, hotel/resort staff, etc. to gather and research information; assembling information; verifying customer’s understanding of information and implementing a prompt solution
- Records customer inquiries by documenting the issue and response in customer accounts. Report all resolutions for internal record keeping
- Improves quality of service by recommending improved processes and training opportunities
- Provide complete resolution to escalated guest concerns from a variety of channels including but not limited to the Better Business Bureau, Attorney General, Bluegreen surveys, internal and external executives, or other legal entities.
- Have a thorough understanding, and keep up with changes to systems, vacation offers, promotions, destinations, participation details and policy changes
Benefits you will enjoy:
- Paid training: You will earn as you learn to be a Bluegreen vacation specialist and brand ambassador.
- Career Growth: We believe in developing our current talent, we promote within.
- Fantastic benefits package: We offer several Medical/Dental/Vision plans, Education Assistance, 401k (company match), and many more benefits!
- Work/Life Balance: You will receive generous paid-time off and we offer flexible hours. Full time and part time opportunities are available. We are a highly philanthropic and socially responsible organization!
- Amazing discounts: Hotels, retailers, car rentals, theme parks, and much more!
Qualifications:
- High school diploma or equivalent (GED)
- 6 months of sales or customer service experience
- Must be able to multi-task and work in a fast-paced environment, handling multiple systems and projects simultaneously, and must be proficient with computers
- Must be friendly, helpful, patient and professional, even in challenging scenarios
- Strong written, verbal and interpersonal communication skills and have exemplary follow-up skills
- Excellent conflict resolution and negotiation skills. Outstanding ability to think through difficult situations and engineer creative solutions.
- Ability to be flexible with work schedule, including overtime, weekends and holidays
Please note that Hilton Grand Vacations Inc. (HGV) acquired Bluegreen Vacations Corporation (“Bluegreen”) as of January 17, 2024. If hired, you will be an employee of Bluegreen, which is a wholly-owned subsidiary of HGV. A transition to HGV is occurring as we are in the process of integrating technology, systems and branding; however, it will take time until our separate operating systems, employment policies and benefits are fully integrated.
Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. If offered employment, candidate must be willing to submit to a background check. We promote a drug-free workplace and reserve the right to drug test. EOE
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.
