Specialist Club Global Support

Hilton Grand Vacations•Indianapolis, IN

6h•Onsite

About The Position

This role is for an individual passionate about supporting a team and providing excellent Owner/Club member customer service. The Specialist Club Global Support will respond to inquiries and address blocking issues from Team Members and Owners/Club Members. The position involves assisting the Management Team in operating a global omni-channel contact center by supporting Team Members who help Owners/Club Members and other guests with various requests, including reservations, program education, maintenance fees, loans, and website usage troubleshooting. The role also includes supporting and guiding the team for timely and knowledgeable call handling, assisting with advanced calls, and offering mentorship to club counselor and specialist staff. Additionally, the specialist will help administer internal and external help lines for sales and resort operations staff, respond to customer service calls requiring intervention, and assist with outbound programs or special projects. The role requires engaging with internal customers for membership support and portfolio services, interacting with third-party team members, and providing inbound customer assistance during high demand or low staff periods. The individual is expected to meet or surpass all performance metrics and embody Hilton Grand Vacations Values.

Requirements

Passion for supporting a team
Desire to provide excellent Owner/Club member customer service

Responsibilities

Respond to inquiries and address blocking issues from Team Members and Owners/Club Members.
Answer inbound contacts, from Team Members, in a global omni-channel contact center.
Take over advanced calls from team members when needed.
Assist Management Team in the operation of a global omni-channel contact center by providing support to Team Members who help Owners/Club Members and other guests with reservations, program education, maintenance fees, loans, website usage troubleshooting or any other request, as needed.
Support and guide team for timely and knowledgeable call handling to meet ASA and Service Level goals.
Support club counselor and specialist staff in answering questions, providing assistance with advanced calls, offering support and mentorship.
Assist in the administration of the internal and external help lines, which provide support and assistance to sales and resort operations staff.
Respond to customer service calls requiring intervention while accurately following the compensation levels established.
When necessary, work with Resolution Specialist in handling higher level challenges.
Assist with outbound programs or special projects ensuring the best usage of staff during peak and off-peak periods under the direction of the Department Management.
Engage with internal customers for membership support, portfolio services, and more with integrity.
Interact with third-party team members when needed and deliver outstanding internal and external customer experience.
Provide inbound customer assistance during high demand or low staff periods.
Meet or surpass all performance metrics, goals, and objectives set by departmental leadership.
Perform any reasonable request by management that supports the department’s mission and goals.
Flexible work schedule with shift rotation to include MOD on the Saturday, Sunday and major holidays.
Promotes a positive "can do" attitude and works as a great teammate.
Embody the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
Complete all required Company training/compliance courses assigned.
Adhere to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.