Specialist Customer Relations Club

Hilton Grand Vacations • Orlando, FL

4d

About The Position

The Customer Relations Specialist is a liaison between Club Resolution and the responsible department representative in the research and resolution of complaints or concerns following the mission and values of HGV and meeting or exceeding the expectations of the owner, member, or guest.

Requirements

• Professional customer service/Administrative experience.
• Proficiency with Microsoft Office (Word, Excel, Outlook, and Power Point)
• Excellent organization skills
• Ability to perform routine, repetitive tasks accurately.
• Ability to pay close attention to details with high degree of accuracy.
• Ability to maintain records and file for easy access.
• Ability to work independently as well as part of a team.
• Excellent written and verbal communication skills.

Nice To Haves

• One year of administration experience.
• One year of HGV experience.

Responsibilities

• Acts as the central repository for Executive and general complaints and concerns received from owners, members, and guests, through multiple channels of communication to include phone, chat, email, and letter.
• Gather all necessary information and effectively communicate and route complaints and service requests to the appropriate department, ensuring satisfactory resolutions are reached within established guidelines.
• Primary contact for complaints from the Better Business Bureau and liaisons with all business units to post resolution responses on the Better Business Bureau website.
• Drive work to completion and ensure deadlines are met by addressing blocking issues and critical issues promptly.
• Responsible for follow-up with Resort and Sales Management to resolve service failures using appropriate resources to bring final resolution to each case.
• Makes outbound calls to members, owners, and guests who have submitted incomplete or unclear inquiries or complaints to gather more detailed information to assist in the delegation and resolution of the case.
• Review and maintains contact data in complaint management system.
• Assist with the training of new Customer Relations team members on all Customer Relations tasks.
• Aligns with ethics, confidentiality, and compliance policies and procedures.
• Performs any special projects or reasonable requests by management that supports the department’s mission and goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed