Call Center Customer Service Agent

Job Title

Salary: Starting at $16

Training pay of $15 per hour

Schedule: Full-time opportunities

8:30-5 or 9am-6pm post training

Saturdays are REQUIRED after training

In-office

Completely closed on Sundays

What Capital Vacations Can Offer You:

Great hourly pay and opportunity for professional growth

Paid training

Year-round work at a company with a national presence!

Medical, dental, and vision insurance options

401(K) contribution after 90 days

Paid life insurance, short-term and long-term disability, and more

Flexible spending account

Paid time off & holidays

Discounted vacation stays

Principal Duties and Responsibilities:

Assisting owners with questions about their Club & Legacy ownership

Must be able to work a variable shift and flexible hours and days

Role may be facilitated via engagement through phone, email, outbound, and chat channels as business needs require

Completing or assisting owners with making reservations- troubleshooting and converting calls to reservations

Insures accounts are not delinquent in maintenance fees or loan payments prior to booking new or revised reservations

Strong selling skills, able to book events, tours, and sell an array of products and services

Processes maintenance fee and loan payments

Contributes to the revenue of the business through various ancillary revenue sales (ie renting points, selling Capital Protection Plans and more)

Facilitate and accept incoming/outgoing, Cat, email, and text phone calls and return phone calls

Maintain and meet/exceed defined agent level performance goals and contribute to the achievement of department goals

Expected to be a role model for Capital Vacations Core Values, always act professional, and be a strong team player

Agents must type at least 30 words per minute

Daily adherence is expected at 85% minimum

Agents must be able to multitask throughout their shift seamlessly

Flexible in work schedule with Saturday shift as rotated

Must maintain an 85% quality assurance score per month

Must convert 15% of calls to reservations at a minimum

Confident and comfortable working in a pay for a performance role

All Universal Specialists must service all Club and Legacy Products & Services and pass a comprehensive assessment

General Statement: Performs the job assigned, complying with company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements:

Education, essential training/certifications, and experience:

High school diploma, some college preferred

High level proficiency with Microsoft Office applications, high proficiency in MS Excel required

Hotel/timeshare experience a plus

A strategic mindset to problem solving and craft win/win solutions

Knowledge of Timeshare Ware is a plus

Previous experience using Salesforce.com is a plus

Skills, knowledge, and abilities:

Ability to work both in a team and independently

Excellent organization and ability to multi-task required to handle multiple priorities

Very detailed oriented and accuracy is a must

Technically savvy ~ able to quickly pick up and maneuver through several different systems

Ability to work in a fast pace office environment

Excellent communication skills

Bilingual a plus

Comfortable in selling all products and services

Ability to work with a high level of professionalism at all times