Customer Care Agent

Job Description

About the role:

As a Customer Care Agent, you will play a key role in driving revenue by converting inbound calls into booked vacations and tours. You will engage with guests and prospective owners who have responded to marketing campaigns, using your sales skills to identify their needs, overcome objections, and close bookings.

This is an opportunity to showcase your ability to build rapport, create excitement around our vacation offerings, and guide customers toward securing their ideal getaway. Success in this role requires strong sales instincts, confidence on the phone, and a passion for delivering value-driven solutions that enhance the customer experience.

Key Responsibilities:

• Deliver engaging, high-quality customer service in an inbound call center environment.
• Assist guests who have pre-paid vacation packages by helping them plan and schedule their upcoming travel.
• Respond to inquiries generated through direct mail, email campaigns, and online advertising.
• Promote and sell package upgrades based on guest preferences, while supporting business goals for specific locations and travel periods.
• Process payments related to new bookings, upgrades, or package changes as needed.
• Address guest inquiries regarding travel dates, package details, and upcoming vacations.
• Confirm and communicate all trip and tour details, ensuring guests are well-informed.
• Provide support for any issues guests may encounter before or after their trip.
• Maintain strict confidentiality and protect guest information in accordance with company policies.

Schedule:

• The Customer Care Department operates 7 days a week, offering paid training for 4 weeks Monday through Friday. Multiple shifts are available.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Experience in the timeshare or hospitality industry
• Prior experience in an inbound/outbound call center environment
• Proficiency in Microsoft Office, including Outlook and Word
• Ideal candidates will have experience in customer service, call center operations, hospitality, sales, reservations, travel planning, or timeshare sales, with strong communication and upselling skills.

Why Team Members Love Working Here?

• Driven base pay plus monthly performance incentives
• Get your earned pay any time before payday through DailyPay*
• Medical, Dental, and Vision benefits starting on Day One
• Generous Vacation Time Off Program and Paid Sick Time
• GO Hilton Discounted hotel rates worldwide
• Tuition reimbursement programs
• Recognition Programs and Rewards
• Internal Growth and Career Pathing

Responsibilities

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

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 optimally, you will have the following minimum qualifications and experience:

• High School Graduate/GED or equivalent experience
• Strong sense of customer service with enthusiastic, upbeat, and professional behavior.
• Proven comfort operating in fast-paced environments with performance metrics.
• Dedication to providing positive experiences for our customers and co-workers.
• Eager, self-motivated, and a problem solver – able to follow defined processes but exercise independent judgment
• Excellent oral and written communication skills, basic digital literacy, and the capacity to operate multiple systems simultaneously.
• This role requires the ability to navigate multiple computer systems and screens simultaneously.