Job Description

Essential Functions

• Perform, train, and supervise other CMS Support staff on the following, including but not limited to:
• Run ad hoc reports as needed for all sales departments.
• Be present on the floor at the beginning of each shift to ensure all agents receive calls and troubleshoot and repair agents' computers when issues arise (frozen screens, logging into computers, deleted icons, etc.).
• Credit Hilton Honors points in GEM.
• Reply to all emails sent to Support.
• Log into the phone queue for Support.
• Run SQL queries to complete manual dials, retrieve guest information from the database, and research issues on the floor.
• Ensure supervisors have the necessary tools to complete their daily tasks and are trained on those tools.
• Close all tickets during each shift.
• Book dated packages and tours and check the status of various leads to ensure they have been charged.
• Provide audio recordings to managers and assist with training new users on how to retrieve recordings, as necessary.
• Ensure all sales departments can always receive or initiate calls through the system.
• Conduct various research projects.
• Develop a general understanding of sales and marketing.
• Add numbers to the DNC list to be removed from the dialer.
• Guide and train agents through setting up equipment at home.
• Troubleshoot any audio and/or connectivity issues for work-from-home agents.

Supportive Functions

• Perform any other reasonable requests made by management.
• Be on time for all shifts, especially AM and Saturday shifts, due to required opening procedures.
• Maintain a flexible work schedule. Shifts may include days, nights, weekends, and overnights, as requested.
• Demonstrate extreme attention to detail, as small mistakes may have a significant impact on guests and the business.
• Maintain a helpful and patient attitude when providing service and assistance to internal customers.

What Will I Be Doing?

The CMS Support Specialist will perform a variety of technical and analytical support tasks and duties to assist with the day-to-day activities of the Marketing Departments. Support Specialists are responsible for supporting all marketing departments with daily functions such as computer troubleshooting, campaign setup, booking date-specific packages, maintaining agents' connectivity to the system, troubleshooting VDI Citrix issues, conducting research tasks, and ensuring open lines of communication with all department leaders, as well as protecting customer and company confidential information. Support Specialists strive to consistently provide the highest quality of service to our internal customers at the call center.

You are responsible for driving company success through performing the following tasks to the highest standards:

• Run ad hoc reports as needed for all sales departments.
• Be present on the floor at the beginning of the shift to ensure all agents receive calls and troubleshoot and repair agents' computers when issues arise (frozen screens, logging into the computer, deleted icons, etc.).
• Credit Hilton Honors points in GEM.
• Reply to all emails sent to Support.
• Log into the phone queue for Support.
• Run SQL queries to complete manual dials, retrieve guest information from the database, and research issues on the floor.
• Ensure supervisors have the necessary tools to complete their daily tasks and are trained on those tools.
• Close all tickets during each shift.
• Book dated packages and tours and check the status of various leads to ensure they have been charged.
• Provide audio recordings to managers and assist with training new users on how to retrieve recordings, as necessary.
• Ensure all sales departments can always receive or initiate calls through the system.
• Conduct various research projects.
• Develop a general understanding of sales and marketing.
• Add numbers to the DNC list to be removed from the dialer.
• Guide and train agents through setting up equipment at home.
• Troubleshoot any audio and/or connectivity issues for work-from-home agents.
• Perform any other reasonable requests made by management.
• Be on time for all shifts, especially AM and Saturday shifts, due to required opening procedures.
• Maintain a flexible work schedule. Shifts may include days, nights, weekends, and overnights, as requested.
• Demonstrate extreme attention to detail, as small mistakes may have a significant impact on guests and the business.
• Maintain an effective and patient attitude when providing service and assistance to our internal customers.

What Are We Looking For?

To fulfill this role optimally, you must possess the following minimum qualifications and experience:

• Strong interpersonal and communication skills.
• High level of management and client interaction.
• Ability to handle multiple projects with complete follow-through.
• Effective decision-making skills.
• High school diploma or GED.
• 1 to 3 years of related 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.

*Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement.

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 accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.