Specialist Club Global Support

Through the mission and values of HGV this position is responsible for answering inbound requests for assistance and escalations from Team Members and Owners/Club Members in a global omni-channel contact center environment with primary focus on serving Owners/Club members while efficiently administering and promoting program offerings and benefits and driving out the goals and vision of the organization.

If you have a passion for supporting a team and a desire to provide excellent Owner/Club member customer service this is the role for you!

Essential Job Functions:

• Answer inbound contacts from Team Members in a global omni-channel contact center.
• Answer inbound chats from Team Members in a global omni-channel contact center.
• Take over escalated calls from team members when needed.
• Assist Management Team in the operation of a global omni-channel contact center by providing support to Team Members who help Owners/Club Members and other guests with reservations program education maintenance fees loans website usage troubleshooting or any other request as needed.
• Provide daily support direction and communication to team members so that calls are answered in a timely efficient and knowledgeable manner with focus on achieving ASA and Service Level goals established.
• Assist club counselor and specialist staff answering questions assisting with escalated calls providing support and guidance.
• Assist in the administration of the internal and external help lines which provide support and assistance to sales and resort operations staff.
• Respond to customer service calls requiring intervention while properly following the compensation levels established. When necessary work with Resolution Specialist in handling higher level challenges.
• Assist with outbound programs or special projects insuring the best usage of staff during peak and off-peak periods under the direction of the Department Management.
• Interact with internal customers to include membership support portfolio services maintenance fee services owner referral etc. when support is required in servicing a member with utmost professionalism.
• Interact with third-party team members when necessary and provide exceptional internal and external customer experience.
• Provide inbound customer assistance during high demand or low staff periods.
• Adhere to meet or exceed all performance metrics KPIs and goals as defined by departmental leadership.
• Perform any reasonable request by management that supports the departments mission and goals.
• Flexible work schedule with shift rotation to include MOD on Saturday Sunday and major holidays.
• Promotes a positive can do attitude and works as a team player.
• Embodies the Hilton Grand Vacations Values of Hospitality Integrity Leadership Teamwork Ownership Now
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

nowlKnowledge Skills and Abilities:

To fulfill this role successfully the individual should possess the following qualifications knowledge skills abilities and experience:

• 1 years of professional customer service experience

• Minimum 1 year of experience in The Club legacy products

• Friendly and enthusiastic demeanor with a positive outlook.

• Dedication for providing positive experiences for our Owners and Members.

• Detail-oriented self-motivated and a problem solver.

• Verbal Fluency in English language required. Bilingual in Spanish Portuguese helpful.

• Intermediate computer literacy and skills

• Must be able to talk and type simultaneously.

• Flexibility is required to include nights weekends and/or major holidays. Schedule assignment will be based on business demand.

In addition the following qualifications knowledge skills abilities and experience are preferred:

• 2 years professional experience in call center customer service.
• Timeshare travel call center or hotel front desk background.

Proficient in Microsoft Office including Outlook Word Excel