Associate Member Experience

Hilton Grand Vacations•Orlando, FL

23h•Remote

About The Position

Through the mission and values of Hilton Grand Vacations, this remote position is responsible for providing exceptional owner and member customer service in a multi-channel, contact center environment (phones, chat, email and social media,) while efficiently upselling and promoting program offerings and benefits, and driving the goals and vision of the organization. Respond to inbound and outbound contacts in a multi-channel contact center customer service environment serving Owners and Members while efficiently identifying customers’ needs, clarifying complex information, researching member concerns, and problem-solving. Contacts can be initiated by phone calls, chats, and social media. Responsible for problem solving, educating owners and members of the vacation ownership value, de-escalating challenging situations while providing solutions with empowerment tools provided. Answer inbound contacts and inquiries aimed at educating our owners and members regarding all program options, benefits, and self-service opportunities to support lifetime satisfaction and engagement. Service reservation requests through booking, modifying, cancelling, and presenting vacation alternatives when the customer’s original request is not available. Provide relevant information about the resorts, unit amenities, and travel information. Generate interest in special services through upselling products such as cancellation protection and promotional opportunities available when applicable. Maintain product understanding relating to financial aspects of ownership, such as maintenance fee payments, loan payments, payoffs, and Club assessments when applicable. Learn and maintain comprehensive information expertise regarding vacation ownership rules, usage, resort/hotel, while utilizing numerous software applications during this process for applicable owners/members. Interact with internal customers and maintain relationships with business support departments. Maintains knowledge of and follows customer information and data security processes at all times. Adhere to, meet, or exceed all performance metrics, KPI’s, and goals as defined by departmental leadership. Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now. Completes all required Company training/compliance courses assigned. Adheres to Company standards and maintains compliance with all policies and procedures. Perform any reasonable request by management that supports the department’s mission and goals

Requirements

6 months of professional customer service experience supporting complex products
Detail-oriented, self-motivated, and a problem solver.
Friendly and enthusiastic demeanor with a positive outlook.
Dedication to providing positive experiences for our Owners and Members.
Verbal Fluency in English language is required.
Bilingual in Spanish and French-Canadian available.
Advanced computer literacy and skills demonstrating competency using multiple applications
Must be able to talk and type simultaneously.
Flexibility is required to include nights, weekends, and/or major holidays.
Schedule assignment will be based on individual performance and business demand.

Nice To Haves

1+ years of professional customer service experience supporting complex products
Timeshare, travel, contact center, or hotel front desk background.
Proficient in Microsoft Office, including Outlook, Word, and Excel

Responsibilities

Providing exceptional owner and member customer service in a multi-channel, contact center environment (phones, chat, email and social media,)
Efficiently upselling and promoting program offerings and benefits
Driving the goals and vision of the organization
Identifying customers’ needs, clarifying complex information, researching member concerns, and problem-solving
Educating owners and members of the vacation ownership value
De-escalating challenging situations while providing solutions with empowerment tools provided
Answering inbound contacts and inquiries aimed at educating our owners and members regarding all program options, benefits, and self-service opportunities to support lifetime satisfaction and engagement
Servicing reservation requests through booking, modifying, cancelling, and presenting vacation alternatives when the customer’s original request is not available
Providing relevant information about the resorts, unit amenities, and travel information
Generating interest in special services through upselling products such as cancellation protection and promotional opportunities available when applicable
Maintaining product understanding relating to financial aspects of ownership, such as maintenance fee payments, loan payments, payoffs, and Club assessments when applicable
Maintaining comprehensive information expertise regarding vacation ownership rules, usage, resort/hotel, while utilizing numerous software applications during this process for applicable owners/members
Interacting with internal customers and maintain relationships with business support departments
Maintaining knowledge of and follows customer information and data security processes at all times
Adhering to, meet, or exceed all performance metrics, KPI’s, and goals as defined by departmental leadership
Embodying the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now
Completing all required Company training/compliance courses assigned
Adhering to Company standards and maintains compliance with all policies and procedures
Performing any reasonable request by management that supports the department’s mission and goals