Associate Member Experience (French/English bilingual)

Hilton Grand Vacations • Las Vegas, NV

3d • Remote

About The Position

Join a team that produces outstanding experiences for our guests in an environment that provides exciting career opportunities with a global leader in vacation ownership. Team members at Hilton Grand Vacation may look forward to competitive pay, excellent benefits, and long-term career opportunities in a remote work environment. We are seeking French/English bilingual agents to service our French Canadian members. (Approved Locations: AL, AZ, FL, GA, HI, ID, IN, KS, MI, MD, MO, NV, NJ, NM, NY, NC, SC, TN, TX, UT, VA, WI)

Requirements

• Reliable internet connection with a minimum of 300 MBPS is required, but a recommended 500 MBPS speed
• 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.
• 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.
• French/English bilingual

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
• This role requires the ability to navigate multiple computer systems and screens simultaneously.

Responsibilities

• 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

Benefits

• Competitive pay
• Excellent benefits
• Long-term career opportunities
• Excellent health care options (medical, dental, and vision that encourage preventative care)
• Paid Time Off (PTO) that allows for rest, relaxation or recuperation
• All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
• Our Go Hilton Team Member Travel Program offers up to 30 nights per year at our employee rate and 50% off at participating hotel-operated restaurants.
• Employee Stock Purchase Plan become an owner in our company. Eligible team members can purchase HGV common stock at a discount
• Daily Pay Option

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed