Customer Experience Representative

Job Title Customer Experience Representative Job Description 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. The Customer Experience Representative will act as a liaison, provide product/service information, and resolve any emerging escalations to retain marketing prospects from cancelation. The associate will work to ensure that all client vacation expectations are exceeded during each step of their interaction with Bluegreen Vacations, including point of sale, the reservation and confirmation process, and during their travel. Troubleshooting and investigating guest concerns from a variety of sources making certain to listen effectively to find an effective solution, communicate clearly and professionally to retain the customer's business. Schedule: Monday through Friday, 12:30pm-9pm, (weekend availability required based on business need) THIS IS AN IN-OFFICE POSITION Duties and Responsibilities: Primarily take inbound calls or chat from guests requesting to cancel their promotional marketing vacation. Provide front to back service, including (but not limited to) overcoming objections/refund requests, resolving sales alerts, making reservations, pitching revenue, answering questions, and providing written materials. Maintains all product knowledge, including (but not limited to) destinations, marketing channels, policy and procedure, qualifications, promotional offers. Deliver prompt professional solutions for customer inquiries via phone, email, case, online chat/text Interact with contracted vendors, hotel/resort staff, etc. to gather and research information; assembling information; verifying customer understanding of information and implementing a prompt solution. Records customer inquiries by documenting the issue and response in customer account. Report all resolutions for internal record keeping. 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. To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience: Excellent conflict resolution and negotiation skills. Outstanding written, verbal and interpersonal communication skills. Outstanding ability to think through difficult situations and engineer creative solutions. Must have exemplary follow up skills, able to handle multiple projects simultaneously, clearly communicate resolution and training opportunities. Must be friendly, helpful, patient and professional, even in difficult or challenging scenarios. High school diploma or equivalent Three years of call center customer service/issue resolution experience or business retention experience Benefits: Unlimited Income Potential: You will earn base pay + uncapped commissions! Paid training: You will earn as you learn to be a Hilton Grand Vacations specialist and brand ambassador. Career Growth: We believe in developing our current talent, we promote within. Fantastic benefits package: We offer Medical/Dental/Vision plans, Education Assistance, 401k (company match), and many more benefits! Work/Life Balance: You will receive generous paid-time off after 90 days of employment. Full time and part time opportunities are available. We are a highly philanthropic and socially responsible organization! Amazing discounts: Hotels, retailers, car rentals, theme parks, and much more! Extraordinary People, Exceptional Benefits on Day One Benefits start on your first day of work with no waiting period! Hilton Grand Vacations is committed to putting people first. That's why our benefits plan starts when you do. But that's just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. team. Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team Members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees. 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.