In-Office Customer Service Representative

Capital Vacations•Myrtle Beach, SC

72d•Onsite

About The Position

Performs Customer Service with assigned case load and company standards and requisite The position requires a brand service ambassador who is a product and service expert May be needed to assist on phones or with special projects or initiatives per business needs All assigned cases must be administered to protocol; when cases are assigned to the Specialist owners are reached out to within 72 hours and the case closed with resolution within seven 7 days What Capital Vacations can offer YOU Great hourly pay and opportunity for professional GROWTHYear round work at a company with a NATIONAL presenceMedical Dental and Vision Insurance options401K contribution after 90 daysPaid Life insurance short term and long term disability and MOREFlexible Spending AccountPaid Time Off & HolidaysDiscounted vacation stays Principal Duties and Responsibilities The position of Customer Service Specialist provides Customer Service to owners along with formally responding to regulatory entities Administer escalated calls and emailsAdminister Sales issues to resolve including three way call resolution with owners sales and the case leaderWell versed in Products and ServicesCreate escalated owners file which consists of notes contracts recording notes and all correspondence that pertains to that owner for case administrationListen and review an owners contract closing along with taking detailed notesCommunicate in a professional manner with Capital Vacations in house attorneysConduct due diligence and answer BBB complaints within company established guidelinesAnswer the BBB We Care phone line Monday Friday 9am 5pmAnswer AG complaints post due diligence and within company established guidelinesAnswer owner lettersAnswer attorney lettersResearch accounts calculate and quote Graceful ExitsMaintain case load and close with resolve within 7 business daysTouch each case with a customer reach out within 72 hours from assignment and close within 7 business daysPerform due diligence on owners accounts with research care and servicePrepare cancellations of membershipVerification of debtScribe letters and responses to correspondence in a professional mannerProvide education on benefits and use to service the ownership; problem solve and service owners to a high level of satisfactionAbility to administer multiple and concurrent tasks in a deadline of case administrationPerform Verifications on new business for Moments to MemoriesRepresent Customer Service while performing Call Resolution with owner and Sales ManagementSupport Owner Services with phone coverage when neededAny other request made by managementGeneral Statement Performs the job assigned complying with Company policies and procedures business code of ethics FLSA regulations and all applicable laws as well as ensuring confidentiality reliability quality and productivity

Requirements

1 year of Customer Service experience
1 year Call Center experience
Proficiency with Microsoft Office applications
High proficiency in MS Excel Required
Clerical experience
A strategic mindset to research and problem solve
Flexible schedule
Ability to work holidays and weekends are a must
Competent working with Word Outlook and Excel
Work well with team members to work through new programs and procedures

Nice To Haves

Experience working with Owners in a timeshare or call center atmosphere is a plus
Knowledge in Time Share Ware is a plus
CV Owner Services experience a mustplus
Strong analytic problem solving skills to pinpoint issues and identify solutions
Strong written and verbal communication skills
Able to articulate wordsmith and meet deadlines
High end customer service skills

Responsibilities

Provides Customer Service to owners along with formally responding to regulatory entities
Administer escalated calls and emails
Administer Sales issues to resolve including three way call resolution with owners sales and the case leader
Well versed in Products and Services
Create escalated owners file which consists of notes contracts recording notes and all correspondence that pertains to that owner for case administration
Listen and review an owners contract closing along with taking detailed notes
Communicate in a professional manner with Capital Vacations in house attorneys
Conduct due diligence and answer BBB complaints within company established guidelines
Answer the BBB We Care phone line Monday Friday 9am 5pm
Answer AG complaints post due diligence and within company established guidelines
Answer owner letters
Answer attorney letters
Research accounts calculate and quote Graceful Exits
Maintain case load and close with resolve within 7 business days
Touch each case with a customer reach out within 72 hours from assignment and close within 7 business days
Perform due diligence on owners accounts with research care and service
Prepare cancellations of membership
Verification of debt
Scribe letters and responses to correspondence in a professional manner
Provide education on benefits and use to service the ownership; problem solve and service owners to a high level of satisfaction
Ability to administer multiple and concurrent tasks in a deadline of case administration
Perform Verifications on new business for Moments to Memories
Represent Customer Service while performing Call Resolution with owner and Sales Management
Support Owner Services with phone coverage when needed
Any other request made by management
Performs the job assigned complying with Company policies and procedures business code of ethics FLSA regulations and all applicable laws as well as ensuring confidentiality reliability quality and productivity