Specialist Owner Experience

Through the mission and values of HGV, this position is responsible for providing excellent owner customer service in an omni-channel, contact center environment, while efficiently administering and promoting program offerings and benefits and driving out the goals and vision of the organization.

Essential Job Functions:

• Handle inbound and outbound contacts in an omni-channel contact center customer service environment serving Owners while efficiently identifying customer’s needs, clarifying information, researching Owner concerns and providing solutions.  Contacts can be initiated by phone calls, chats, or electronic communications.
• Confirm reservations and provide relevant information about the resorts, unit amenities, and travel information.
• Answer inbound calls/e-mails and answer inquiries aimed at educating our owners regarding all usage options, benefits and self-service opportunities.
• Assist owners with lower-level challenges and provide resolution using our Spirit of Service techniques and empowerment tools provided.
• Generate interest in Destination Xchange and in special services such as cancellation protection and promotional opportunities available when applicable.
• Interact with internal customers and maintain relationships with business support departments.
• Transact maintenance fee payments and loan payments when applicable.
• Provide assistance booking and confirming reservations while providing comprehensive information about the resort/hotel, utilizing numerous software applications during this process for applicable Owners
• Maintains knowledge of and follows customer information and data security processes at all times.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
• Adhere to, meet, or exceed all performance metrics, KPI’s and goals as defined by departmental leadership.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Perform any reasonable request by management that supports the department’s mission and goals.

Knowledge, Skills, and Abilities:

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

• 6 months of professional customer service experience
• 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.
• Basic 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:

• 1+ 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