Corporate Preview Confirmation Agent

Holiday Inn Club Vacations • Orlando, FL

2d

About The Position

The Preview Confirmation Agent is a member of the marketing team responsible for engaging guests and maximizing show rates for scheduled tours. The role combines operation of the inContact outbound dialer with direct guest communication to confirm appointments and provide prompt, friendly, informative service.

The agent manages outbound call flow, confirms preview appointments, checks and responds to voicemails, returns guest calls, maintains detailed call records, and communicates professionally with guests. The position also involves reviewing call metrics to guide campaign adjustments, collaborating with management on strategies and continuous improvement, maintaining integrity when dealing with owners and guests, and communicating exceptions and incidents to the Manager of Resort Guest Services and Director of Sales. Other duties may be assigned as needed for effective department operations.

Requirements

• High school diploma or GED, or an equivalent combination of training, education, and experience.
• High attention to detail and an analytical mindset, with the ability to identify trends and act on data.
• Ability to multitask and balance priorities in a fast-paced, production-driven environment.
• Strong computer skills, intermediate computer proficiency, and ability to learn new technology quickly.
• Excellent written and verbal communication skills, including strong oral communication.
• Dependability and the ability to work independently and as part of a team.
• Strong work ethic, positive attitude, and drive for continuous improvement.
• Persuasive interpersonal skills to gain acceptance of ideas, plans, activities, services, or products from guests and coworkers.
• Ability to participate in proactive team efforts to achieve departmental and company goals.
• Knowledge and understanding of timeshare.
• Strong interpersonal and analytical skills.
• Reliable transportation and ability to drive to and from locations throughout the Myrtle Beach area.
• Must be flexible for business operations, including weekends and holidays; schedule or shift may vary based on business needs.

Nice To Haves

• Customer service and/or hospitality experience.
• Bilingual ability.
• Customer service background.

Responsibilities

• Call guests with scheduled previews to confirm appointments and help achieve the highest possible tour show rate.
• Operate and manage the inContact outbound dialer to direct call flow and reach guests effectively.
• Check and respond to voicemails and return guest calls promptly.
• Maintain detailed call records and provide professional, friendly, informative guest service.
• Analyze call metrics to guide campaign adjustments and improve performance.
• Collaborate with management on strategies and continuous improvement initiatives.
• Maintain integrity when dealing with owners and guests, and communicate exceptions and incidents to the Manager of Resort Guest Services and Director of Sales.
• Assist supervisors and managers with other duties as requested.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED