Agent Guest Experience

Hilton Grand Vacations•Las Vegas, NV

About The Position

The Agent Guest Experience position is charged with researching and organizing information in collaboration with Sales and Resorts and providing response to high level concerns and complaints with emphasis on a satisfactory resolution while adhering to guidelines established by the company. Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. We believe that at the core of our company’s success are our Team Members! 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.

Requirements

High School Diploma or equivalent
Organizational and interpersonal skills
Proficient in Microsoft Office including Word, Excel and Outlook
Excellent customer service skills
Capable of moderating meetings between consumer and sales representative
Excellent written and verbal communication skills
Ability to organize, prioritize and multi-task

Nice To Haves

Bachelors Degree
2+ years customer service experience
Previous experience working in the timeshare industry
Understands the Clarity system, including OnBase, IC ICBM and I3 requirements is helpful but not required

Responsibilities

Resolves issues efficiently, effectively, and professionally through all communication methods (e.g., telephone, email, letters, or in person).
Handles inbound call and workgroup queues, including Special Needs, Chairman’s Line, Rescission Inquiry and HSM.
Conducts full Sales Integrity Process reviews and research of owner/member concerns as presented for resolution.
Plan and host conference calls with designated Sales representative and owner/members, and review the contract and notes of the Quality Assurance audio and video taped session.
Handles Consumer Advocacy queries, Better Business Bureau inquiries and performs satisfaction check-ups when issues are resolved within another area of the organization.
Handles Transitions program inquiries, eligibility requests, logging, data processing and follow-up steps.
Logs and routes resort operational failures to the appropriate Resort management to handle and resolve with the owner/member or guest.
Gathers and organizes information received relating to medical hardship requests to submit for approval with financial services.
Makes informed decisions relating to problem solving from members through investigations, observances, and merits.
Captures and maintains member feedback in relation to membership.
Proactively resolves escalated issues, and provides timely feedback of resolutions.
Interacts with relevant departments within the Company to resolve cases assigned.