Job Details
**Customer Care Agent**
**Job ID:** CUS000155
**Area of Talent:** Call Center
**Category:** Call Center Reservations Telemarketing
**Shift:** Day Job
**Location:** Orlando , FL
**Date Posted:** 03/02/2022
**Property:** Metrowest Corporate HGV Office
**Job Description**
**Customer Care up to $1,500 Bonus Opportunity paid within first 6 months of employment**
Our guests want to travel, and we are expanding our Customer Care team to respond. Join us and be part of a team that brings future vacation dreams to life. Using their pre-paid package details as a guide, our Customer Care Agents work via phone with our guests and future owners to schedule and/or reschedule accommodations and book their tours. This talented team also takes inbound calls from guests responding to marketing campaigns and helps them to find and book the perfect getaway vacation!
Our dedication to excellence is recognized and celebrated by some outstanding accolades, including being recently named to Newsweek's list of the most loved workplaces in 2021.
**Why do Team Members Like Working for us:**
* Competitive base pay plus monthly performance incentives.
* Recognition Programs and Rewards
* Discounted Hilton hotel rates worldwide!
* 401(k) program with company match.
* 10 Paid Holidays per year plus 2 floating
* Paid Sick Days
* Potential Work from Home (Remote) opportunity based on 6 months of proven performance
* Employee stock purchase program
* Tuition reimbursement programs
* Numerous learning and advancement opportunities
* Business Casual attire
**Schedule Details:**
Our Customer Care Department operates 7 days per week. Shifts range between 8:00am through 10:00pm EST. Paid training is provided for 4 weeks and is from 9:00 am 4:00 pm Monday through Friday. Multiple shifts are available and will be assigned following completion of training based on business demand. Shifts may rotate after 90 days. Work from Home opportunities may be available after approximately six months and based on performance results.
**Additional Responsibilities Include:**
* Provide engaging customer service in an inbound Call Center environment
* Receive calls from guests with pre-paid vacation packages and assist them to arrange their future travel plans and tour dates
* Receive calls from guests responding to direct mail solicitations, e-mail campaigns, and web advertising.
* Sell package upgrades that align with guest interests and influence guests to book certain property locations/months according to goals that are established.
* Transact payment and fees associated with the new sale, package or any purchase upgrades when applicable
* Respond to calls from guests with date change requests, inquiries related to the package details and questions regarding their upcoming vacation
* Confirm all travel and tour details associated with each package and provide relevant information about their stay
* Assist guests with any concerns they may have before or after they travel on their vacation package.
**Qualifications**
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our companys success are our Team Members! To fulfill this role successfully, you will have the following minimum qualifications and experience:
* High School Graduate/GED
* Strong sense of customer service with enthusiastic, energetic and professional behavior
* Demonstrated comfort operating in fast paced environments with performance metrics.
* Dedication for providing positive experiences for our customers and with co-workers
* Detail-oriented, self-motivated, and a problem solver able to follow defined processes but exercise independent judgment
* Excellent verbal skills with basic computer literacy and ability to use multiple computer systems while talking
* Able to excel in a fast pace and active environment
* Confidential and respectful of the privacy and security of confidential information about our guests and company
It would be helpful in this position for you to demonstrate the following capabilities and distinctions:
* Timeshare/hospitality background preferred
* Prior experience in a phone Inbound or Outbound Call Center Environment
* Proficient in Microsoft Office including Outlook, Word
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 reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation
Benefits that support Team Member health and financial wellbeing.
At Hilton Grand Vacations, we understand the importance of PTO. After all, were a vacation company! We prioritize PTO because time to relax and recharge is vital to Team Members overall health. We believe that by investing in wellness and encouraging time off, we foster growth and happiness. In addition, we offer exclusive discounts at our resorts, so Team Members can take incredible vacations and come back happier and healthier. View our openings at the link in our bio.