Customer Experience Representative

Hilton Grand Vacations • Orlando, FL

21h • Onsite

About The Position

The Customer Experience Representative will handle escalated guest concerns and retention by phone, email or online chat. Making certain to listen effectively to find the root cause of issues, the CX Associate will communicate clearly in a friendly way to solve the issue, and complete follow up as required. Significant outbound call work required. THIS IS AN IN-OFFICE POSITION.

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

• Paid training
• Career Growth
• Medical/Dental/Vision plans
• Education Assistance
• 401k (company match)
• Generous paid-time off after 90 days of employment
• Amazing discounts: Hotels, retailers, car rentals, theme parks, and much more!
• Benefits start on your first day of work with no waiting period

What This Job Offers

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