The Club Support team supports all the administrative functions for all Club Contact Center operations across the United States, Canada, and EU and provides support to our Japanese counterparts. This team also works closely with other departments such as Portfolio Services, Deeding and Compliance, Inventory Management, Resorts, and Sales. They complete special projects, account set-up, and connect with internal and external customers. The above purpose is to support our mission of providing a spectacular quality of service and maintaining excellent response standards as we communicate with our members, owners, Team Members.

As a Club Support Specialist, you will be responsible for driving company success by performing the following tasks to the highest standards:

• Answers Club Support line, shared email inboxes, and responds to all inquiries from team members, management, members, and owners, needing assistance in a professional manner to satisfy requests.
• First contact for disaster recovery through assisting with multiple outbound (email/calls) campaigns pertaining to construction, overbookings, and miscellaneous projects to properly set Owner expectations, which may include unit moves to different inventory or in some cases cancellations of reservations.
• Complete outbound calls and manage reservation reports for Members with an outstanding balance.
• Provide prompt owner escalation resolution for administrative issues that require research and investigation and help resolve them.
• Complete audit of upgraded and new contracts. This includes verifying membership and service types, point adjustments, request Home Week or Event bookings if applicable, verifying Honors code in GEM.
• Setup and maintenance of Team Member reward accounts such as My Career, Grand Accomplishment, etc.
• Coordinate and perform the cancellation of Club memberships due to expiration, resale, default, PCC, etc.
• Perform all actions related to the enrollment of all new memberships, including accurate contract processing for all existing and new affiliation resorts according with our business rules.
• Handle and fulfill requests for Club Partner Perks, Travel Services, and member point redemption/exchanges. Verify invoices and work as a liaison between vendors and accounts payable team. Maintain system process and tracking logs.
• Hilton Honors: Perform all functions related to the enrollment of new Hilton Honors accounts for deeded and trust owners. Process daily Hilton Honors discrepancy reports, FDI Report, and fulfill requests for mutual account applications and merging of accounts in Salesforce. Handle service recovery requests for bonus and Honors points from sales and resort operation teams Assist with end-of-year Honors report as needed.
• Conduct specialized department shadowing and training for new team members after they have completed general Club training
• Verify HOA refunds/transfers submitted by club counselors servicing HGV Members and send to HOA to process.
• Identify and report recurring issues and/or trends.
• Meets or exceeds the average target goals for productivity set on a daily, weekly, and monthly basis, as directed by the department policy and standards.
• Completes all required Company training/compliance courses as assigned.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• Professional customer service/Administrative experience.
• Proficiency with Microsoft Office (Word, Excel, Outlook, and Power Point)
• Excellent organization skills
• Ability to perform routine, repetitive tasks accurately.
• Ability to pay close attention to details with high degree of accuracy.
• Ability to maintain records and file for easy access.
• Auditing skills.
• Ability to work independently as well as part of a team.
• Ability to multi-task and handle deadlines.
• Skillful performance in a fast-paced environment.
• Excellent written and verbal communication skills.

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

• Analytical and problem-solving skills
• One year of administration experience.
• One year of HVC Club experience.

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek’s “America’s Greatest Workplaces for Parents & Families.” Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

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