Team Lead Customer Care

Job Title

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.

Benefits

Why do team members like working for us:

• Competitive base pay plus commission
• Recognition Programs and Rewards
• Discounted Hilton hotel rates worldwide!
• 401(k) program with company match.
• Employee stock purchase program.
• Tuition reimbursement programs.
• Numerous learning and advancement opportunities.
• Daily Pay Option*
• *Eligibility: All US hourly Team Members not represented by a labor organization or subject to collective bargaining agreement

Responsibilities

What will I be doing?

• Experienced, dynamic, talented, customer service focused, energetic, enthusiastic, and positive in nature, must have the ability to communicate with a diverse team to motivate individuals to achieve specific goals.
• 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, 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
• This role requires the ability to navigate multiple computer systems and screens simultaneously.

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:

• 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.
• It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
• 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.
• Must have excellent written and strong verbal communication skills.
• Large Call Center environment experience preferred.
• Sales experience preferred.

Job Info

• Job Identification 18465
• Job Category Telemarketing
• Job Schedule Full time
• Locations Las Vegas Badura (On-site)
• Area of Talent Call Center
• Salary Range 22.00
• HR Division Call Center