Club Global Support Specialist

Description

Through the mission and values of HGV this position is responsible for answering inbound requests for assistance and escalations from Team Members and Owners/Club Members in a global omni-channel contact center environment with primary focus on serving Owners/Club members while efficiently administering and promoting program offerings and benefits and driving out the goals and vision of the organization.

If you have a passion for supporting a team and a desire to provide excellent Owner/Club member customer service this is the role for you!

Essential Job Functions:

• Answer inbound contacts from Team Members in a global omni-channel contact center.
• Answer inbound chats from Team Members in a global omni-channel contact center.
• Take over escalated calls from team members when needed.
• Assist Management Team in the operation of a global omni-channel contact center by providing support to Team Members who help Owners/Club Members and other guests with reservations program education maintenance fees loans website usage troubleshooting or any other request as needed.
• Provide daily support direction and communication to team members so that calls are answered in a timely efficient and knowledgeable manner with focus on achieving ASA and Service Level goals established.
• Assist club counselor and specialist staff answering questions assisting with escalated calls providing support and guidance.
• Assist in the administration of the internal and external help lines which provide support and assistance to sales and resort operations staff.
• Respond to customer service calls requiring intervention while properly following the compensation levels established. When necessary work with Resolution Specialist in handling higher level challenges.
• Assist with outbound programs or special projects insuring the best usage of staff during peak and off-peak periods under the direction of the Department Management.
• Interact with internal customers to include membership support portfolio services maintenance fee services owner referral etc. when support is required in servicing a member with utmost professionalism.
• Interact with third-party team members when necessary and provide exceptional internal and external customer experience.
• Provide inbound customer assistance during high demand or low staff periods.
• Adhere to meet or exceed all performance metrics KPIs and goals as defined by departmental leadership.
• Perform any reasonable request by management that supports the departments mission and goals.
• Flexible work schedule with shift rotation to include MOD on Saturday Sunday and major holidays.
• Promotes a positive can do attitude and works as a team player.
• 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.
• Performs other related duties as assigned.

oKnowKnowledge Skills and Abilities:

To fulfill this role successfully the individual should possess the following qualifications knowledge skills abilities and experience:

• 1 years of professional customer service experience

• Minimum 6 months of experience in HGV Club legacy products

• 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. Bilingual in Spanish Portuguese helpful.

• Intermediate computer literacy and skills

• Must be able to talk and type simultaneously.

• Flexibility is required to include nights weekends and/or major holidays. Schedule assignment will be based on business demand.

In addition the following qualifications knowledge skills abilities and experience are preferred:

• 2 years professional experience in call center customer service.
• Timeshare travel call center or hotel front desk background.
• Proficient in Microsoft Office including Outlook Word Excel

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 essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Required Experience:

IC