Customer Care Agent

Hilton Grand Vacations•Orlando, FL

10d•Onsite

About The Position

As a Customer Care Agent, you will play a key role in driving revenue by converting inbound calls into booked vacations and tours. You will engage with guests and prospective owners who have responded to marketing campaigns, using your sales skills to identify their needs, overcome objections, and close bookings. This is an opportunity to showcase your ability to build rapport, create excitement around our vacation offerings, and guide customers toward securing their ideal getaway. Success in this role requires strong sales instincts, confidence on the phone, and a passion for delivering value-driven solutions that enhance the customer experience.

Requirements

High School Graduate/GED or equivalent experience
Strong sense of customer service with enthusiastic, upbeat, and professional behavior.
Proven comfort operating in fast-paced environments with performance metrics.
Dedication to providing positive experiences for our customers and co-workers.
Eager, self-motivated, and a problem solver – able to follow defined processes but exercise independent judgment
Excellent oral and written communication skills, basic digital literacy, and the capacity to operate multiple systems simultaneously.
This role requires the ability to navigate multiple computer systems and screens simultaneously.

Nice To Haves

Experience in the timeshare or hospitality industry
Prior experience in an inbound/outbound call center environment
Proficiency in Microsoft Office, including Outlook and Word
Experience in customer service, call center operations, hospitality, sales, reservations, travel planning, or timeshare sales, with strong communication and upselling skills.

Responsibilities

Deliver engaging, high-quality customer service in an inbound call center environment.
Assist guests who have pre-paid vacation packages by helping them plan and schedule their upcoming travel.
Respond to inquiries generated through direct mail, email campaigns, and online advertising.
Promote and sell package upgrades based on guest preferences, while supporting business goals for specific locations and travel periods.
Process payments related to new bookings, upgrades, or package changes as needed.
Address guest inquiries regarding travel dates, package details, and upcoming vacations.
Confirm and communicate all trip and tour details, ensuring guests are well-informed.
Provide support for any issues guests may encounter before or after their trip.
Maintain strict confidentiality and protect guest information in accordance with company policies.