Team Lead Customer Care

Hilton Grand Vacations•Las Vegas, NV

18h•Onsite

About The Position

Assist Customer Care Representatives with day-to-day activities and provide them with guidance and motivation. Train, coach, and track daily production & daily attendance. Handle all escalated requests, whether via written correspondence or via phone. The ability to multi-task in a fast-paced Call Center environment providing support where the primary objective is the customer care representatives and the customers.

Requirements

Ability to work in a fast paced environment while being able to multi-task.
Ability to think critically and problem solve with urgency.
Able to work variable schedules, including evenings and weekends, based on call center needs.
Must have excellent written and strong verbal communication skills.

Nice To Haves

Timeshare/hospitality background preferred.
Strong sense of customer service with enthusiastic, energetic, and professional behavior.
Excellent organizational skills and detail oriented with the ability to set priorities.
Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills.
Large Call Center environment experience preferred.
Sales experience preferred.

Responsibilities

Assist Customer Care Representatives with day-to-day activities and provide them with guidance and motivation.
Train, coach, and track daily production & daily attendance.
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.
Assist Supervisors 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.
Monitor and provide feedback on phone calls for customer care representatives.
Assist other departments and fill in as Team Leader on duty whenever needed.
Assist Supervisors with tracking and maintaining the day-to-day, weekly, and monthly team reports for performance and attendance, while following the Standard Operating Procedures.
Work closely with Supervisors in creating monthly strategies with individual team and the overall team to accomplish monthly goals.
Back up support for Supervisors when needed.
Maintain reports that are assigned from the team in a timely manner.
Maintain a highly motivated work environment through positive reinforcement and coaching.
Promote the Hilton Value at all times.
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.