Job Description

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

The Preview Confirmation Agent is a key member of our marketing team, responsible for ensuring high guest engagement and maximizing show rates for scheduled tours. This role combines the technical operation of our outbound dialer system (inContact) with direct guest interaction to confirm appointments and deliver exceptional service.

You will manage and optimize the outbound dialer to ensure calls reach the right guests at the most effective times, driving productivity and keeping our marketing efforts running smoothly. In addition, you'll personally confirm preview appointments, check and respond to voicemails, return guest calls as needed, and provide prompt, friendly, and informative support to every guest you reach.

Your attention to detail, strong communication skills, and customer-first mindset will make a measurable impact on our team’s success.

ESSENTIAL DUTIES AND TASKS (up to five):

Call all guests that have a preview scheduled to confirm their appointment to ensure the highest show rate possible for tours.

Assist the supervisor/manager with any other duties requested.

Must Maintain the utmost integrity while dealing with our owners and guests. Must maintain constant communication with the Manager of Resort Guest Services and Director of Sales for all exceptions and incidents.

Operate the outbound dialer system (inContact) to strategically manage call flow, confirm preview appointments, return guest calls promptly, and deliver outstanding service to maximize show rates. Monitor voicemail, maintain detailed call records, and ensure professional communication with guests.

Analyze call metrics to guide campaign adjustments and improve performance. Collaborate with management on new strategies, contribute to continuous improvement initiatives, and support supervisors and managers with additional tasks as needed.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

SUPERVISORY RESPOSBILITIES:

• None

EDUCATION and/or EXPERIENCE:

• High School diploma or GED, or an equivalent combination of training, education and experience.
• Customer services and/or hospitality experience preferred.
• Bilingual preferred but not required.

CERTIFICATES, LICENSES, REGISTRATIONS:

• None

Qualification

• High attention to detail and analytical mindset; able to spot trends and act on data.
• Comfortable multitasking in a fast-paced, production-driven environment.
• Strong computer skills and ability to learn new technology quickly (prior inContact experience not required training provided).
• Excellent written and verbal communication skills.
• Proven dependability and ability to work independently as well as with a team.
• Customer service background is a plus.
• Strong work ethics, positive attitude, and a drive for continuous improvement.
• Persuasive interpersonal skills to gain acceptance of an idea, plan, activity, service or product from guests and co-workers.
• Participates in proactive team efforts to achieve departmental and company goals.
• Strong oral communication skills.
• Must have knowledge and understanding of timeshare
• Strong interpersonal and analytical skills.

• Ability to handle multiple tasks and balance priorities.

• Intermediate computer skills are required.
• Must have reliable transportation

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to stand; walk, sit; use hands and finger, handle or feel; reach with hands and arms; talk and hear. The employee is required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. The employee must be able to drive to and from locations throughout the Myrtle Beach area. Specific vision abilities required by this job include color vision, and ability to adjust focus. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WORK SCHEDULE/HOURS:

Must be flexible as needed for business operations, including weekends and holidays. Schedule/shift may vary based on business needs