Supervisor Customer Care

Hilton Grand Vacations • Orlando, FL

12d

About The Position

This position will be responsible for supervising all aspects of the Customer Care Department to include coaching, training, monitoring answer %, and implementing the policies and guidelines of the department. The Supervisor will manage the Customer Care Team to increase efficiency within the department and ensure outstanding service for all of our customers. We are looking for a leader who has a consistent record of building and motivating strong teams, while being able to be proactive in developing new strategies to increase performance. The Supervisor will need to be a team player that is well-versed in leading employees. 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. Responsibilities Key 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 proper 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. Monitor 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 multi-task.

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 proper 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.
• Monitor 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: Mid Level
• Education Level: High school or GED