Supervisor Customer Care

Hilton Grand Vacations • Las Vegas, NV

2d

About The Position

Our dedication to excellence is recognized and celebrated by some outstanding accolades including being named to Newsweek's Most Loved Workplaces' list in 2021, a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list and becoming a Great Place to Work® certified company, earning our 2022 certification. Why do Team Members Like Working for us: 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. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Responsibilities The ideal candidate for this position will be an experienced, dynamic, talented, customer service focused, energetic, enthusiastic, and positive in nature, and must have the ability to communicate with a diverse team to motivate individuals to achieve specific goals. The ideal candidate must be able to multi-task in a fast paced Call Center environment providing support where the primary objective is the customer care representatives and the customers. Assist Customer Care Representatives with day-to-day activities and provide them with guidance and motivation. Train, track daily production & attendance, coach and performance develop team according to production standards. Handle all escalated requests, whether via written correspondence or via phone. Understand monthly goals and track progress throughout the month. Take over escalated guest calls to fix issues and provide guest satisfaction. Manage revenue by making sure the accurate fees are being charged consistently including upgrades, 45 day and change fee’s, and all holiday and extra night charges. Maintain side file for each team member on individual team (job description, comp plan, error logs, comments) and keep updated as new information is received. Supervise and provide feedback on phone calls for customer care representatives. Assist other departments and fill in as Supervisor on duty whenever needed. Assist with team payroll, performance manage missed pushes, pay corrections, etc… Responsible for creating monthly strategies with individual team and the overall team to accomplish monthly goals. Handle all administrative work from the team in a timely manner. Ensure the privacy and security of confidential information regarding guests. Maintain an upbeat, positive, and motivated demeanor, especially when interacting with Hilton guests, coworkers, and managers.

Requirements

• High School Diploma or GED
• Able to work a flexible schedule
• Minimum of one (1) or more years of supervisory experience required.
• Ability to work in a fast-paced environment while being able to multitask.

Responsibilities

• Assist Customer Care Representatives with day-to-day activities and provide them with guidance and motivation.
• Train, track daily production & attendance, coach and performance develop team according to production standards.
• Handle all escalated requests, whether via written correspondence or via phone.
• Understand monthly goals and track progress throughout the month.
• Take over escalated guest calls to fix issues and provide guest satisfaction.
• Manage revenue by making sure the accurate fees are being charged consistently including upgrades, 45 day and change fee’s, and all holiday and extra night charges.
• Maintain side file for each team member on individual team (job description, comp plan, error logs, comments) and keep updated as new information is received.
• Supervise and provide feedback on phone calls for customer care representatives.
• Assist other departments and fill in as Supervisor on duty whenever needed.
• Assist with team payroll, performance manage missed pushes, pay corrections, etc…
• Responsible for creating monthly strategies with individual team and the overall team to accomplish monthly goals.
• Handle all administrative work from the team in a timely manner.
• Ensure the privacy and security of confidential information regarding guests.
• Maintain an upbeat, positive, and motivated demeanor, especially when interacting with Hilton guests, coworkers, and managers.

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.

What This Job Offers

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