Customer Experience Representative

Hilton Grand Vacations • Orlando, FL

5h • Onsite

About The Position

This role is for a Customer Experience Representative who will handle escalated guest concerns and retention through various channels such as phone, email, and online chat. The representative is expected to listen effectively to identify the root cause of issues, communicate clearly and friendly to resolve them, and perform necessary follow-up. Significant outbound call work is required. The company prides itself on an inclusive culture, valuing and celebrating the uniqueness of its 14,000+ global Team Members who deliver memorable experiences for Members and Guests. It is an award-winning workplace dedicated to recognizing, rewarding, and supporting achievements, fostering a career path where individuals can truly belong.

Requirements

• High school diploma or equivalent (GED)
• 6 months of sales or customer service experience
• Must be able to multi-task and work in a fast-paced environment, handling multiple systems and projects simultaneously, and must be proficient with computers
• Must be friendly, helpful, patient and professional, even in challenging scenarios
• Strong written, verbal and interpersonal communication skills and have exemplary follow-up skills
• Excellent conflict resolution and negotiation skills. Outstanding ability to think through difficult situations and engineer creative solutions.
• Ability to be flexible with work schedule, including overtime, weekends and holidays

Responsibilities

• Handle guest concerns before, during and after a vacation is purchased and/or used.
• Deliver prompt and professional solutions for customer inquiries via direct contact, phone, email and online chat.
• Responds to customer inquiries/concerns by understanding inquiry; reviewing previous inquiries and responses; interact with contracted vendors, hotel/resort staff, etc. to gather and research information; assembling information; verifying customer’s understanding of information and implementing a prompt solution
• Records customer inquiries by documenting the issue and response in customer accounts. Report all resolutions for internal record keeping
• Improves quality of service by recommending improved processes and training opportunities
• Provide complete resolution to escalated guest concerns from a variety of channels including but not limited to the Better Business Bureau, Attorney General, Bluegreen surveys, internal and external executives, or other legal entities.
• Have a thorough understanding, and keep up with changes to systems, vacation offers, promotions, destinations, participation details and policy changes

Benefits

• Unlimited Income Potential: You will earn base pay + uncapped commissions!
• Paid training: You will earn as you learn to be a Hilton Grand Vacations specialist and brand ambassador.
• Career Growth: We believe in developing our current talent, we promote within.
• Fantastic benefits package: We offer Medical/Dental/Vision plans, Education Assistance, 401k (company match), and many more benefits!
• Work/Life Balance: You will receive generous paid-time off after 90 days of employment. Full time and part time opportunities are available. We are a highly philanthropic and socially responsible organization!
• Amazing discounts: Hotels, retailers, car rentals, theme parks, and much more!
• Benefits start on your first day of work with no waiting period!
• All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits.

What This Job Offers

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