Bilingual Call Center Agent

Capital Vacations•Myrtle Beach, SC

5d•Onsite

About The Position

Capital Vacations is seeking a Bilingual Call Center Agent to assist owners with questions about their Club & Legacy ownership, reservations, and payments. This role involves handling calls, emails, outbound communications, and chat, troubleshooting issues, and converting calls into reservations. The agent will also be responsible for processing payments, selling ancillary products and services, and meeting performance goals. The position requires a professional demeanor, strong teamwork, and adherence to company values and policies.

Requirements

Bilingual required
Agents must type at least 30 words per minute
Agents must be able to multitask throughout their shift seamlessly
Must maintain an 85% Quality Assurance score per month
Must convert 15% of calls to reservations at a minimum
High School diploma
High level proficiency with Microsoft Office applications
High proficiency in MS Excel required
A strategic mindset to problem solving and craft win/win solutions
Ability to work both in a team and independently
Excellent organization and ability to multi-task required to handle multiple priorities
Very detailed oriented and accuracy is a must
Technically savvy ~ able to quickly pick up and maneuver through several different systems
Ability to work in a fast pace office environment
Excellent communication skills
Comfortable in Selling all products and Services
Ability to work with a high level of professionalism at all times
Must be able to work a variable shift and flexible hours and days
Flexible in work schedule with Saturday shift as rotated
Daily adherence is expected at 85% minimum
Confident and comfortable working in a Pay for a Performance role
Pass a comprehensive Assessment

Nice To Haves

Some college preferred
Hotel/timeshare experience a plus
Knowledge Timeshare Ware is a plus
Previous experience using Salesforce.com is a plus

Responsibilities

Assisting owners with questions about their Club & Legacy ownership
Completing or assisting owners with making reservations, troubleshooting, and converting calls to reservations
Ensuring accounts are not delinquent in Maintenance Fees or Loan payments prior to booking new or revised reservations
Processing maintenance fee and loan payments
Contributing to the revenue of the business through various ancillary revenue sales (e.g., Renting points, selling Capital Protection Plans)
Facilitating and accepting incoming/outgoing, Cat, Email and Text phone calls and returning phone calls
Maintaining and meeting/exceeding defined agent level performance goals and contributing to the achievement of department goals
Acting as a role model for Capital Vacations Core Values, always acting professionally, and being a strong Team Player
Servicing all Club and Legacy Products & Services
Performing the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, while ensuring confidentiality, reliability, quality, and productivity.