Associate Member Experience

Hilton Grand Vacations•Indianapolis, IN

46d

About The Position

Through the mission and values of Hilton Grand Vacations, this position is responsible for providing excellent owner and member customer service in an omni-channel, contact center environment, while efficiently administering and promoting program offerings and benefits and driving out the goals and vision of the organization.

Requirements

6 months of professional customer service experience
Friendly and enthusiastic demeanor with a positive outlook.
Dedication for providing positive experiences for our Owners and Members.
Detail-oriented, self-motivated, and a problem solver.
Verbal Fluency in English language required. Bilingual in Spanish, Portuguese helpful.
Basic computer literacy and skills
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 business demand.

Nice To Haves

1+ years professional experience in call center customer service.
Timeshare, travel, call center, or hotel front desk background.
Proficient in Microsoft Office including Outlook, Word, Excel

Responsibilities

Handle inbound and outbound contacts in an omni-channel contact center customer service environment serving Owners and Members while efficiently identifying customer's needs, clarifying information, research member concerns and provide solutions. Contacts can be initiated by phone calls, chats, or electronic communications.
Confirm reservations and provide relevant information about the resorts, unit amenities, and travel information.
Answer inbound contacts and answer inquiries aimed at educating our owners and members regarding all program options, benefits and self-service opportunities.
Assist owners with lower-level challenges and provide resolution using our Spirit of Service techniques and empowerment tools provided.
Generate interest in special services such as cancellation protection and promotional opportunities available when applicable.
Interact with internal customers and maintain relationships with business support departments.
Transact maintenance fee payments, loan payments, payoffs, and Club assessments when applicable.
Provide assistance confirming reservations with applicable points while providing comprehensive information about the resort/hotel, utilizing numerous software applications during this process for applicable owner/members.
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 as 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.