Specialist Owner Experience

Hilton Grand Vacations • Las Vegas, NV

23h

About The Position

Through the mission and values of HGV, the Specialist Owner Experience is responsible for providing excellent owner customer service in an omni-channel, contact center environment, while efficiently administering and promoting program offerings and benefits and driving out the goals and vision of the organization.

Requirements

• 6 months of professional customer service experience
• Friendly and enthusiastic demeanor with a positive outlook.
• Dedication for providing positive experiences for our Owners and Members.
• Detail-oriented, self-motivated, and a problem solver.
• Verbal Fluency in English language required.
• Basic computer literacy and skills
• Must be able to talk and type simultaneously.

Nice To Haves

• Bilingual in Spanish, Portuguese helpful.
• 3+ years professional experience in call center customer service.
• Timeshare, travel, or hotel front desk background.
• Proficient in Microsoft Office including Outlook, Word

Responsibilities

• Handle inbound and outbound contacts in an omni-channel contact center customer service environment serving Owners while efficiently identifying customer’s needs, clarifying information, researching Owner concerns and providing solutions. Contacts can be initiated by phone calls, chats, or electronic communications.
• Confirm reservations and provide relevant information about the resorts, unit amenities, and travel information.
• Answer inbound calls/e-mails and answer inquiries aimed at educating our owners regarding all usage options, benefits and self-service opportunities.
• Assist owners with lower-level challenges and provide resolution using our Spirit of Service techniques and empowerment tools provided.
• Generate interest Destination Xchange and in special services such as cancellation protection and promotional opportunities available when applicable.
• Interact with internal customers and maintain relationships with business support departments.
• Transact maintenance fee payments and loan payments when applicable.
• Provide assistance booking and confirming reservations while providing comprehensive information about the resort/hotel, utilizing numerous software applications during this process for applicable Owners
• Maintains knowledge of and follows customer information and data security processes at all times.
• Adhere to, meet, or exceed all performance metrics, KPI’s and goals as defined by departmental leadership.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Perform any reasonable request by management that supports the department’s mission and goals.

Benefits

• Excellent health care options (medical, dental, and vision that encourage preventative care)
• Paid Time Off (PTO) that allows for rest, relaxation or recuperation
• All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
• Our Go Hilton Team Member Travel Program offers up to 30 nights per year at our employee rate and 50% off at participating hotel-operated restaurants.
• Employee Stock Purchase Plan become an owner in our company.
• Eligible team members can purchase HGV common stock at a discount
• Daily Pay Option

What This Job Offers

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