Services Resolution Lead

Holiday Inn Club Vacations

15h • Onsite

About The Position

Holiday Inn Club Vacations, Inc. is seeking individuals who excel in their role and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. We are looking for people who instill confidence, trust, and respect, encourage success, and build relationships to join our friendly, engaged, professional team. Training is in person and requires attendance for up to 3 months, as well as in-person quarterly meetings.

This role is responsible for handling highly escalated service issues from owners, guests, 3rd parties, and other business units who are requesting to speak with Management and/or Sr. Leadership via email, letter, phone, or other social channels. The position requires sound judgment when providing compensation to resolve customer complaints and the ability to independently make restitution decisions, including product offers, reservation inventory exceptions, and monetary offers within budgeted guidelines. The team member will conduct detailed and thorough research involving numerous departments and systems throughout the company when responding to and resolving escalated service issues. This role will also assist the Corporate Legal Team when resolving attorney-related complaints, including contacting customers on behalf of legal when deemed necessary.

Requirements

• High school diploma or a minimum 5 - 7 years of experience in customer service resolution role.
• Customer Service and/or hospitality experience required
• Bilingual preferred but not required
• Excellent communication and interpersonal skills.
• Proven ability to handle highly escalated service calls and/or written complaints.
• Must demonstrate a commitment to customer service.
• Must possess outstanding time management and prioritization skills.
• Must possess strong verbal and written communication skills.
• Must be detail oriented and able to work independently.
• Schedules will vary depending on business needs, and may entail working nights, weekends and holidays.
• Must be flexible to work outside of departmental operating hours.

Nice To Haves

• Bilingual preferred

Responsibilities

• Resolves various service escalation complaints including issues related to Owner Support, Resort Operations, Sales & Marketing, Call Center Marketing, and Customer Commitments.
• Ensures all escalation cases are accurately documented in Salesforce and all cases are resolved within the established guidelines.
• Contacts all customers that have filed a complaint through IHG Guest Relations for resolution.
• Ensures issues are resolved within 48 hours per IHG’s Complaint Resolution Standards.
• Assists the Corporate Legal Team by providing research and potential solutions to resolve customer complaints received via outside counsel, Better Business Bureau, Attorney General, or other regulatory agencies.
• Handles all customer service escalations directed to a member of the Executive Leadership Team.
• Ensures all escalation cases are accurately documented in our Salesforce CRM and all cases are resolved within the established guidelines.
• Makes independent compensation decisions based off the severity of the complaint in order to resolve.
• Ensures all compensation is documented in Salesforce and all cases are resolved within the established guidelines.

What This Job Offers

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