Job Description

J SPECIFIC TASKS

ESSENTIAL JOB FUNCTIONS:

• Handle inbound and outbound owner/member communications in a professional, timely, and efficient manner.
• Assist Owners and Members with reservations, exchanges, rental requests, other usage options and account-related inquiries.
• Welcome new Owners and Members by providing guidance on vacation ownership benefits, usage options, and vacation planning opportunities.
• Verify and maintain accurate owner/member account information during customer interactions.
• Utilize company systems and resources to research, document, and resolve owner/member concerns and service requests.
• Maintain accurate records of customer interactions and account activities in designated systems.
• Collaborate with internal departments and business partners to ensure timely and effective issue resolution.
• Anticipate owner/member needs and provide personalized solutions to enhance their vacation ownership experience.
• Assist Owners and Members with maintenance fee and loan inquiries, account status requests, and other finance-related matters.
• Provide education and guidance to new Owners and Members regarding program benefits and ownership usage.
• Adhere to Marriott Vacation Worldwide policies, procedures, and service standards at all times.
• Maintain a professional, organized, and safe work environment.
• Contribute to a positive team culture by demonstrating professionalism, respect, and a commitment to service excellence.
• Written and oral proficiency in English and one Asian language.

CANDIDATE PROFILE

• Minimum of two (2) years of experience in hospitality, customer service, or a call center environment.
• Strong customer service orientation with a passion for helping people.
• Excellent verbal and written communication skills.
• Ability to work independently with minimal supervision.
• Strong problem-solving and organizational skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficiency in Microsoft Office applications and customer service systems.
• Positive attitude with the ability to build strong relationships with Owners and Members.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.