Agent New Member Journey CC

Hilton Grand Vacations•Orlando, FL

About The Position

As an Agent, you would service all aspects of New Member Journey including product mastery, providing outstanding customer service, and first-level member support. Assist new members with their New Member Journey travel arrangement at times and offer packages as well. We educate, encourage, and help new members book their Hilton Signature Vacation, when applicable. Why Team Members Love Working Here: Driven Base Pay Plus Monthly Performance Incentives! Get your earned pay any time before payday through Daily Pay 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.

Requirements

Call Center / Telemarketing.
Microsoft Office Suite.
Ability to work a variable schedule.
Excellent phone etiquette with the ability to multi-task with computer and phone.
Good organizational skills.
Basic computer

Nice To Haves

Detail-oriented
Problem solver
Excellent negotiation skills
Keen ability to isolate and overcome objections.
Professional and friendly demeanor.
Good verbal and written communication skills
Ability to optimally connect with customers from a diverse group of backgrounds.

Responsibilities

Handle and take membership for assigned new member accounts by engaging new members and providing education and support through high-touch servicing and proactive communication during their first year of ownership.
Using dialer software, proactively get in touch with new members, accept inbound calls and chat services, providing personalized education and vacation consultation, driving swifter engagement.
Adhere to specific Member/Club guidelines to ensure high customer care satisfaction.
Assist and service members with improving their HGV membership.
Performance-based motivation coupled with a high level of customer care skillset.
Must be very proficient in the HGV timeshare product, including but not limited to; resort locations, features and services, owner benefits, available tools, website navigation, and marketing and sales promotions.
With training, you will acquire and maintain a detailed understanding about changes, and improvements to the Dialer and Booking platforms.
Helping members improve their vacation experiences by selling additional vacation enhancements, such as room upgrades, additional nights or retail experiences.
Ensure member expectations are met and surpassed by adhering to approved scripting guidelines, usage of owner benefit toolbox and resources available for customer concern.
Accurately update all systems of record, including dialer, booking system, timekeeping, etc.
Maintain along with handling of the dialer system to improve performance and productivity.
Adhere to daily schedule as assigned by leadership.
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.