Agent Customer Care

Hilton Grand Vacations•Orlando, FL

About The Position

About the role: Our Customer Care Agents interact with guests and prospective owners over the phone to schedule or reschedule accommodations and book tours. This skilled team responds to inbound calls from guests who have received marketing campaigns and assists them in finding and booking their ideal vacation getaway. Why Team Members Love Working Here? Driven base pay plus monthly performance incentives Get your earned pay any time before payday through DailyPay Medical, Dental, and Vision benefits starting on Day One Generous Vacation Time Off Program and Paid Sick Time GO Hilton Discounted hotel rates worldwide Tuition reimbursement programs Recognition Programs and Rewards Internal Growth and Career Pathing Schedule: The Customer Care Department operates 7 days a week, offering paid training for 4 weeks Monday through Friday. Multiple shifts are available. It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: Timeshare/hospitality background preferred Inbound/Outbound Call Center Environment Experience Proficient in Microsoft Office including Outlook and Word 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, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

Requirements

High School Graduate/GED or equivalent experience
Strong sense of customer service with enthusiastic, upbeat, and professional behavior.
Proven comfort operating in fast-paced environments with performance metrics.
Dedication to providing positive experiences for our customers and co-workers.
Eager, self-motivated, and a problem solver – able to follow defined processes but exercise independent judgment
Excellent oral and written communication skills, basic digital literacy, and the capacity to operate multiple systems simultaneously.

Nice To Haves

Timeshare/hospitality background preferred
Inbound/Outbound Call Center Environment Experience
Proficient in Microsoft Office including Outlook and Word

Responsibilities

Provide engaging customer service in an inbound Call Center environment.
Receive calls from guests who have pre-paid vacation packages and help them arrange their future travel plans.
You will respond to direct mail solicitations, email campaigns, and web advertising.
Sell package upgrades that align with guest interests and influence guests to book certain property locations/months according to goals that are established.
Assist with payments and costs associated with the new sale, package, or any upgrade purchases, as necessary.
Answer calls from visitors requesting date changes, asking about the specifics of the package, and asking about their impending vacation.
Verify all trip and tour specifics related to each package and give pertinent information on their stay.
Assist travelers with any issues they could encounter before or after departure as part of their trip package.
Respect our guests' privacy and the protection of all personal information about our business.