Job Description

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 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.

nowlKnowledge, 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 1 year of experience in The Club legacy products
• 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.

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

What makes Hilton Grand Vacations unique?

There’s nothing more rewarding than creating lifelong memories, for yourself and for others. And that’s what you’ll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 14,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do. As an award-winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we’re dedicated to recognizing, rewarding and supporting every achievement, however big or small. It’s all part of making incredible memories, together.

Find your path in a career that really matters, where you’ll truly belong. Join our growing, innovation-driven team today.