As Club Counselor, you will be responsible for providing excellent customer service in a call center environment while assisting our Japanese speaking Members in enjoying their Club program benefits. This will include:
Responding to inbound telephone calls from Members and efficiency handling reservation requests, complaints and inquiries regarding all Club program benefits, loans, and maintenance fees.
Inputting English comments into our in-house system, summarizing and documenting the conversation and actions of each call.
Staying updated on all Club offers and procedures.
Maintaining and/or improving performance in the areas of call quantity, quality and response time.
Handling lower level complaints and providing resolution using our department procedures and standards.
Initiating outbound telephone calls to welcome new Members to encourage usage of program and to assist them in learning how to use the program benefits.
Generate interest in special services and offers, such as, owner referral opportunities, Club's online services and new Club offerings.
Performing any reasonable request by management that supports the department’s mission and goals.
Hilton Grand Vacations is a global leader in vacation ownership, developing, marketing and operating a portfolio of high-quality, shared-ownership properties in highly desired vacation destinations. Our company also manages and operates innovative club membership programs providing exclusive exchange, leisure travel, and reservation services for our Members. At Hilton Grand Vacations, our culture of hospitality extends to our more than 10,000 Team Members who collectively play an important role in delivering exceptional service, quality accommodations, and memorable travel experiences. That’s why we’ve created a workplace that supports growth, opportunity, work-life balance, and respect throughout our Club affiliated properties, sales centers, and corporate offices around the globe.
