Job Summary:

Through the mission and values of HGV, this position is responsible for answering inbound requests for assistance and escalations from Team Members and Owners/Club Members, in a global omni-channel contact center environment with primary focus on serving Owners/Club members, while efficiently administering and promoting program offerings and benefits and driving out the goals and vision of the organization.  

If you have a passion for supporting a team and a desire to provide excellent Owner/Club member customer service, this is the role for you! 

Essential Job Functions:

• Answer inbound contacts, from Team Members, in a global omni-channel contact center. 
• Answer inbound chats, from Team Members, in a global omni-channel contact center. 
• Take over escalated calls from team members when needed. 
• Assist Management Team in the operation of a global omni-channel contact center by providing support to Team Members who help Owners/Club Members and other guests with reservations, program education, maintenance fees, loans, website usage troubleshooting or any other request, as needed. 
• Provide daily support, direction, and communication to team members so that calls are answered in a timely, efficient, and knowledgeable manner with focus on achieving ASA and Service Level goals established. 
• Assist club counselor and specialist staff answering questions, assisting with escalated calls, providing support and guidance. 
• Assist in the administration of the internal and external help lines, which provide support and assistance to sales and resort operations staff. 
• Respond to customer service calls requiring intervention while properly following the compensation levels established. When necessary, work with Resolution Specialist in handling higher level challenges.
• Assist with outbound programs or special projects insuring the best usage of staff during peak and off-peak periods under the direction of the Department Management. 
• Interact with internal customers to include membership support, portfolio services, maintenance fee services, owner referral, etc. when support is required in servicing a member with utmost professionalism. 
• Interact with third-party team members when necessary and provide exceptional internal and external customer experience. 
• Provide inbound customer assistance during high demand or low staff periods. 
• Adhere to, meet or exceed all performance metrics, KPI’s and goals as defined by departmental leadership. 
• Perform any reasonable request by management that supports the department’s mission and goals. 
• Flexible work schedule with shift rotation to include MOD on the Saturday, Sunday and major holidays. 
• Promotes a positive “can do” attitude and works as a team player.
• 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.

Knowledge, Skills, and Abilities:

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

• 1+ years of professional customer service experience 
• Minimum 6 months of experience in Club Owner Services
• Friendly and enthusiastic demeanor with a positive outlook. 
•  Dedication for providing positive experiences for our Owners and Members. 
• Detail-oriented, self-motivated, and a problem solver. 
• Verbal Fluency in English language required.  Bilingual in Spanish, Portuguese helpful. 
• Intermediate computer literacy and skills 
• Must be able to talk and type simultaneously. 
• Flexibility is required to include nights, weekends, and/or major holidays. Schedule assignment will be based on business demand. 
• A regular, consistent schedule will be assigned, which may include a Saturday or a Sunday.  Shifts will be assigned during Shift Bid approximately 3 times per year. 

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

• 2+ years professional experience in call center customer service. 
• Timeshare, travel, call center, or hotel front desk background. 
• Proficient in Microsoft Office including Outlook, Word, Excel