Customer Service Call Center Team Member

As a Customer Service Team Member in our Owner Call Center youll be the voice of Westgate Resorts for our Owners assisting them with questions researching their accounts and ensuring each interaction meets our 5-Star service standard.

This is not a sales role. Youll focus on resolving inquiries with empathy accuracy and efficiency helping Owners understand their accounts make payments and access the vacation experiences they love.

What Youll Do

• Handle 3050 inbound calls per day from Owners with questions about payments usage rates and agreements.

• Research and resolve issues accurately using internal systems (MR Owner Console Loyalty Console 5:9 Dialer transitioning to Alvera).

• Provide clear professional communication and deliver excellent service on every call.

• Transfer reservation-related inquiries to the appropriate department (Owner Services).

• Maintain productivity and accuracy standards during peak and standard call volumes.

• Document all interactions clearly and efficiently within system notes.

Training & Schedule

• Start Date: December 4 2025

• Training: 3 weeks in-office (MondayFriday 9:00 AM5:30 PM)

  • Includes reverse shadowing and nesting for up to 2 additional weeks

  • No time off permitted during training

• Post-Training Schedule: 10:00 AM6:30 PM with split days off (one weekday & one weekend day)

• Mandatory Overtime: 48 hours per week during peak season (late Octoberearly January)

After 90 days team members who meet performance attendance and technical requirements may transition to remote work.

Qualifications :

• 3 years of call center hospitality sales collections or front-desk experience preferred

• Strong verbal and written communication skills

• Demonstrated problem-solving ability and attention to detail

• Typing speed: minimum 35 WPM preferred

• Proficiency in Microsoft Office Teams and CRM or call-tracking systems

• Reliable internet power and quiet workspace (for remote eligibility)

• Bilingual in Spanish/English preferred

Additional Information :

Why Westgate

• Comprehensive health benefits medical dental and vision
• Paid Time Off (PTO) vacation sick and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life Disability Accident Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e. hotels cruise resorts restaurants entertainment etc.) 
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability status or any other protected status under federal state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process please email with the job title and the location of the position for which you are applying.

Remote Work :

No

Employment Type :

Full-time