Marketing Call Center Assistant Sales Manager

Hyatt Vacation Ownership•Orlando, FL

26d

About The Position

Are you looking for a place where meaningful moments are made together? At Hyatt Vacation Club (HVC), we make vacation dreams come true for travelers around the world in a supportive, friendly, and beautiful work environment. As a Marketing Call Center Assistant Sales Manager at HVC, you will assist in providing our Owners/guests with experiences and events to make memorable vacation memories, where everyone is connected by care and inclusivity. Where great benefits lead to a life fulfilled. Competitive Pay Medical/Dental/Vision/401K opportunities Travel discounts Opportunity to participate in the Employee Stock Purchase Program (ESPP) Tuition Reimbursement Professional Counseling & Family Support through employee assistance programs Growth and Development Opportunities Benefit eligibility will vary by position JOB SUMMARY Assists the Sales Manager with the operation of the call center, which includes hiring, scheduling associates, performance reviews, performance management, reviewing weekly reports and disseminating this information to the sales team, and being available to assist associates with closing sales. As directed by the Sales Manager, provides necessary resources, coaching and training on sales techniques to the sales staff. Works with Sales Manager to resolve conflicts and manage team performance. Helps monitor the guest experience and proactively responds to customer concerns. Assists the Sales Manager with other duties as directed.

Requirements

High school diploma or GED; minimum 2 years experience in a similar position
Proficiency in English (additional language required for certain positions)
Flexible schedules
Must be willing to work weekends and holidays as required by business needs

Responsibilities

As directed by Sales Manager, work with marketing and management team to develop sales strategies
Help Sales Manager evaluate and analyze the book of business for sales team to generate more sales, referrals, etc.
Provide information to, and answer questions from, guests regarding specific topics related to vacation package sales.
Encourage and support the establishment of a positive work environment that recognizes both individual and team accomplishments, and provides a safe haven for open and honest communication.
Assist Sales Manager in managing the Guest Experience and the integrity of the brand name by making sure that all associates represent the company in an ethical, moral and professional manner at all times.
Conduct and/or participate in regular sales management meetings to review both the week and period performance and make action plans to ensure peak performance.
Mediate, counsel, and resolve in a timely manner any issues with or between subordinates and with colleagues.
As directed by Sales Manager, schedule Sales Team to ensure adequate coverage
Conduct and/or contribute to material for Daily Huddles/Line Ups.
As directed by Sales Manager, monitor weekly and period-to-date reports and provide effective motivational messages to sales team based on performance.
Determine when issue escalation is required.
Assist Sales Manager in Developing, maintaining and enhancing the 'Culture of Excellence' in all facets of the Center operation.
Interview new candidates for positions.
Respond to customer questions, complaints, and/or concerns.
Communicate with customers when escalated issues arise.
Respond to cancellations with call back to customer.
Assist Sales Manager develop plans to proactively deal with and mitigate common customer problems/complaints.
Provide real-time coaching and consultation regarding approach to closing sales
Maintain a presence on the sales floor as a resource on an as needed basis.
Build team camaraderie and confidence to achieve sales goals.
Conduct Performance Reviews to review sales goals, progress against goals, and actions required to achieve personal and organizational goals.
Managing the on-boarding of new associates and ensuring proficiency in the sales process.
Conduct one on one coaching meetings with individual associates to develop proficiency in sales approach, execution of process (i.e., discovery, intent, close), ability to close, cope with and respond to rejection, etc.
Deliver training to sales workforce.
Assist Sales Manager in addressing issues related to employee concerns (e.g., work-place conflict, performance issues).
Prepare associates with multiple strategies for overcoming a broad range of sales objections.
Supervise and monitor sales calls to ensure effective conformity with standards in terms of content and collateral.
Diagnose issues with under-performing Sales associates.
Support the hiring process by participating in recruiting activities.
Understand and abide by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).
Perform other duties as assigned.