Associate Member Experience (French/English bilingual)

Job Title

Join a team that produces outstanding experiences for our guests in an environment that provides exciting career opportunities with a global leader in vacation ownership. Team members at Hilton Grand Vacation may look forward to competitive pay, excellent benefits, and long-term career opportunities in a remote work environment.

We are seeking French/English bilingual agents to service our French Canadian members.

(Approved Locations: AL, AZ, FL, GA, HI, ID, IN, KS, MI, MD, MO, NV, NJ, NM, NY, NC, SC, TN, TX, UT, VA, WI)

Responsibilities

Through the mission and values of Hilton Grand Vacations, this remote position is responsible for providing exceptional owner and member customer service in a multi-channel, contact center environment (phones, chat, email and social media,) while efficiently upselling and promoting program offerings and benefits, and driving the goals and vision of the organization.

What will I be doing?

• Respond to inbound and outbound contacts in a multi-channel contact center customer service environment serving Owners and Members while efficiently identifying customers' needs, clarifying complex information, researching member concerns, and problem-solving. Contacts can be initiated by phone calls, chats, and social media.
• Responsible for problem solving, educating owners and members of the vacation ownership value, de-escalating challenging situations while providing solutions with empowerment tools provided.
• Answer inbound contacts and inquiries aimed at educating our owners and members regarding all program options, benefits, and self-service opportunities to support lifetime satisfaction and engagement.
• Service reservation requests through booking, modifying, cancelling, and presenting vacation alternatives when the customer's original request is not available. Provide relevant information about the resorts, unit amenities, and travel information.
• Generate interest in special services through upselling products such as cancellation protection and promotional opportunities available when applicable.
• Maintain product understanding relating to financial aspects of ownership, such as maintenance fee payments, loan payments, payoffs, and Club assessments when applicable.
• Learn and maintain comprehensive information expertise regarding vacation ownership rules, usage, resort/hotel, while utilizing numerous software applications during this process for applicable owners/members.
• Interact with internal customers and maintain relationships with business support departments.
• 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 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

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.
• Employee Stock Purchase Plan become an owner in our company. Eligible team members can purchase HGV common stock at a discount
• Daily Pay Option*

*Eligibility: All US hourly Team Members not represented by a labor organization or subject to collective bargaining agreement

Qualifications

What Are We Looking For?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company's success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• Reliable internet connection with a minimum of 300 MBPS is required, but a recommended 500 MBPS speed
• 6 months of professional customer service experience supporting complex products
• Detail-oriented, self-motivated, and a problem solver.
• Friendly and enthusiastic demeanor with a positive outlook.
• Dedication to providing positive experiences for our Owners and Members.
• Advanced computer literacy and skills demonstrating competency using multiple applications
• 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 individual performance and business demand.
• French/English bilingual

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

• 1+ years of professional customer service experience supporting complex products
• Timeshare, travel, contact center, or hotel front desk background.
• Proficient in Microsoft Office, including Outlook, Word, and Excel
• This role requires the ability to navigate multiple computer systems and screens simultaneously.

About Us

There's nothing more rewarding than creating lifelong memories, for yourself and for others. And that's what you'll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 14,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do. As an award-winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we're dedicated to recognizing, rewarding and supporting every achievement, however big or small. It's all part of making incredible memories, together.

Find your path in a career that really matters, where you'll truly belong. Join our growing, innovation-driven team today.

About the Team

Use your communication skills and positive attitude to power vacation dreams as a Call Center Team Member. In this role, you'll serve as our vacation solutions expert, connecting customers to their ideal vacations before they even set foot within one of our resorts. In this fast-paced and energetic environment, you'll be talking with guests every day, selling vacation packages, planning travel adventures, and building anticipation for exciting vacations.