Customer Experience Representative

Hilton Grand Vacations•Orlando, FL

22h•Onsite

About The Position

The Customer Experience Representative handles escalated guest concerns and retention by phone, email, and online chat. The role requires listening to identify the root cause of issues, communicating clearly and courteously to resolve them, and completing follow-up as needed. Significant outbound calling is required. This is an in-office position scheduled Monday through Friday, 12:30 p.m. to 9 p.m.; weekend availability is required based on business needs. The listed start date is November 30.

Requirements

High school diploma or equivalent (GED).
At least 6 months of sales or customer service experience.
Ability to multitask in a fast-paced environment, handle multiple systems and projects simultaneously, and use computers proficiently.
Friendly, helpful, patient, and professional demeanor, including in challenging situations.
Strong written, verbal, and interpersonal communication skills, with exemplary follow-up skills.
Excellent conflict-resolution and negotiation skills, with the ability to think through difficult situations and develop creative solutions.
Ability to work a flexible schedule, including overtime, weekends, and holidays.

Responsibilities

Handle guest concerns before, during, and after a vacation is purchased or used.
Provide prompt, professional solutions to customer inquiries through direct contact, phone, email, and online chat.
Understand inquiries, review prior inquiries and responses, gather and research information with contracted vendors and hotel or resort staff, verify customer understanding, and implement prompt solutions.
Document customer inquiries, issues, and responses in customer accounts, and record resolutions for internal record keeping.
Recommend process improvements and training opportunities to improve service quality.
Resolve escalated guest concerns received through channels including the Better Business Bureau, Attorney General, Bluegreen surveys, internal and external executives, and other legal entities.
Maintain a thorough understanding of, and keep up with changes to, systems, vacation offers, promotions, destinations, participation details, and policies.