In-Office Call Center Agent
About The Position
Capital Vacations is hiring an in-office Call Center Agent for full-time work. The role assists owners with questions about Club and Legacy ownership, helps make reservations, troubleshoots reservation requests, and converts calls into reservations. Agents may communicate through incoming and outgoing phone calls, email, chat, and text, depending on business needs. They also process maintenance-fee and loan payments and contribute to revenue through ancillary sales, such as renting points and selling Capital Protection Plans. The role requires strong sales and service skills, the ability to work in a fast-paced office while managing multiple systems and priorities, and adherence to performance and quality standards. Agents must meet defined goals, including at least 85% schedule adherence, an 85% monthly Quality Assurance score, and a minimum 15% call-to-reservation conversion rate. Saturdays are required after training and may be scheduled on a rotating basis; the company is closed on Sundays. Training is Monday through Friday, 9:00 a.m. to 5:30 p.m. The position offers a starting rate of $16 per hour and training pay of $15 per hour.
Requirements
- High school diploma.
- Ability to type at least 25 words per minute.
- High proficiency in Microsoft Office applications, including MS Excel.
- Ability to work a variable shift and flexible hours and days, including required Saturday work after training.
- Ability to work both independently and as part of a team.
- Strong organization, multitasking, attention to detail, and accuracy.
- Ability to learn and navigate several systems quickly; technically savvy.
- Ability to work in a fast-paced office environment.
- Excellent communication skills.
- Professionalism and comfort selling all products and services.
- Ability to meet the role's stated performance and quality standards.
Nice To Haves
- Some college education.
- Hotel or timeshare experience.
- Knowledge of Timeshare Ware.
- Previous experience using Salesforce.com.
- Bilingual ability.
Responsibilities
- Assist owners with questions about Club and Legacy ownership.
- Complete or assist owners with reservations, troubleshoot requests, and convert calls to reservations.
- Check that accounts are not delinquent in maintenance fees or loan payments before booking new or revised reservations.
- Sell events, tours, products, and services, and contribute to revenue through ancillary sales such as renting points and selling Capital Protection Plans.
- Process maintenance-fee and loan payments.
- Handle incoming and outgoing phone calls, email, chat, and text communications, and return phone calls.
- Meet or exceed individual performance goals and contribute to department goals.
- Maintain at least 85% daily schedule adherence, an 85% monthly Quality Assurance score, and a minimum 15% call-to-reservation conversion rate.
- Service all Club and Legacy products and services and pass a comprehensive assessment.
- Demonstrate professionalism, teamwork, and Capital Vacations' Core Values.
- Comply with company policies and procedures, business ethics, FLSA regulations, applicable laws, and confidentiality, reliability, quality, and productivity expectations.
Benefits
- Paid training.
- Medical, dental, and vision insurance options.
- 401(k) contribution after 90 days.
- Paid life insurance.
- Short-term and long-term disability coverage.
- Flexible Spending Account.
- Paid time off and holidays.
- Discounted vacation stays.
- Opportunity for professional growth.
- Year-round work at a company with a national presence.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
