Customer Experience Representative

Hilton Grand Vacations • Orlando, FL

2d • Onsite

About The Position

The Customer Experience Representative will act as a liaison, provide product/service information, and resolve any emerging escalations to retain marketing prospects from cancelation. The associate will work to ensure that all client vacation expectations are exceeded during each step of their interaction with Bluegreen Vacations, including point of sale, the reservation and confirmation process, and during their travel. Troubleshooting and investigating guest concerns from a variety of sources making certain to listen effectively to find an effective solution, communicate clearly and professionally to retain the customer’s business.

Schedule: Monday through Friday, 12:30pm-9pm, (weekend availability required based on business need)

THIS IS AN IN-OFFICE POSITION

Requirements

• Excellent conflict resolution and negotiation skills.
• Outstanding written, verbal and interpersonal communication skills.
• Outstanding ability to think through difficult situations and engineer creative solutions.
• Must have exemplary follow up skills, able to handle multiple projects simultaneously, clearly communicate resolution and training opportunities.
• Must be friendly, helpful, patient and professional, even in difficult or challenging scenarios.
• High school diploma or equivalent
• Three years of call center customer service/issue resolution experience or business retention experience

Responsibilities

• Primarily take inbound calls or chat from guests requesting to cancel their promotional marketing vacation. Provide front to back service, including (but not limited to) overcoming objections/refund requests, resolving sales alerts, making reservations, pitching revenue, answering questions, and providing written materials.
• Maintains all product knowledge, including (but not limited to) destinations, marketing channels, policy and procedure, qualifications, promotional offers.
• Deliver prompt professional solutions for customer inquiries via phone, email, case, online chat/text
• Interact with contracted vendors, hotel/resort staff, etc. to gather and research information; assembling information; verifying customer understanding of information and implementing a prompt solution.
• Records customer inquiries by documenting the issue and response in customer account. Report all resolutions for internal record keeping.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

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!

What This Job Offers

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