In-Office Customer Service Representative
In-Office Customer Service Representative
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
SALARY: Starting at $18.50 after training
Training Pay $15
SCHEDULE: FullTime opportunities
- Training MF 8:30 AM 5 PM
- After training 8:305pm or 9:306pm
Purpose:
Performs Customer Service with assigned case load and company standards and requisite. The position requires a brand service ambassador who is a product and service expert. May be needed to assist on phones or with special projects or initiatives per business needs. All assigned cases must be administered to protocol; when cases are assigned to the Specialist owners are reached out to within 72 hours and the case closed with resolution within seven 7 days.
What Capital Vacations can offer YOU:
- Great hourly pay and opportunity for professional GROWTH
- Yearround work at a company with a NATIONAL presence!
- Medical Dental and Vision Insurance options
- 401(K) contribution after 90 days
- Paid Life insurance shortterm and longterm disability and MORE
- Flexible Spending Account
- Paid Time Off & Holidays
- Discounted vacation stays
Principal Duties and Responsibilities
The position of Customer Service Specialist provides Customer Service to owners along with formally responding to regulatory entities.
- Administer escalated calls and emails
- Administer Sales issues to resolve including threeway call resolution with owners sales and the case leader
- Well versed in Products and Services
- Create escalated owners file which consists of notes contracts recording notes and all correspondence that pertains to that owner for case administration
- Listen and review an owners contract closing along with taking detailed notes
- Communicate in a professional manner with Capital Vacations inhouse attorneys
- Conduct due diligence and answer BBB complaints within company established guidelines
- Answer the BBB We Care phone line Monday Friday 9am 5pm
- Answer AG complaints post due diligence and within company established guidelines
- Answer owner letters
- Answer attorney letters
- Research accounts calculate and quote Graceful Exits
- Maintain case load and close with resolve within 7 business days
- Touch each case with a customer reach out within 72 hours from assignment and close within 7 business days
- Perform due diligence on owners accounts with research care and service
- Prepare cancellations of membership
- Verification of debt
- Scribe letters and responses to correspondence in a professional manner
- Provide education on benefits and use to service the ownership; problem solve and service owners to a high level of satisfaction
- Ability to administer multiple and concurrent tasks in a deadline of case administration
- Perform Verifications on new business for Moments to Memories
- Represent Customer Service while performing Call Resolution with owner and Sales Management
- Support Owner Services with phone coverage when needed
- Any other request made by management
General Statement Performs the job assigned complying with Company policies and procedures business code of ethics FLSA regulations and all applicable laws as well as ensuring confidentiality reliability quality and productivity.
Job Requirements
Education Essential Training / Certifications and Experience:
- 1 year of Customer Service experience
- 1 year Call Center experience
- Proficiency with Microsoft Office applications High proficiency in MS Excel (Required)
- Clerical experience
- A strategic mindset to research and problem solve
- Experience working with Owners in a timeshare or call center atmosphere is a plus
- Knowledge in Time Share Ware is a plus
- CV Owner Services experience a must/plus
Skills Knowledge and Abilities:
- Strong analytic problemsolving skills to pinpoint issues and identify solutions
- Strong written and verbal communication skills
- Able to articulate wordsmith and meet deadlines
- High end customer service skills
- Flexible schedule Ability to work holidays and weekends are a must
- Competent working with Word Outlook and Excel
- Work well with team members to work through new programs and procedures
#CVAMCR
Required Experience:
Unclear Seniority
Employment Type
Full Time
