Customer Care Support Specialist

As a Customer Care Preferred Dates Agent, you are responsible for supporting customer service-related projects to ensure a smooth and efficient experience for customers within Customer Care. This role includes tracking and reviewing guests preferred dates in Sales Force, handling guest requests by offering options to provide alternative guest satisfaction. Collaborating with different teams to ensure support and tour maximization. Within this position, you would be required to service all portions of guest’s travel dates. There may be times when you would answer inbound calls while assisting management with special projects and/or tasks.

• Review and handle/resolve cases from guests in Sales Force efficiently.
• Must be able to navigate and track cases in Sales Force.
• Proven experience in customer service or support roles.
• Strong understanding of customer needs and expectations and how to address them effectively.
• Ability to prioritize and multiple-task projects simultaneously.
• Proficiency in Microsoft Office and a basic understanding of customer support platforms.
• Must be able to contact every guest for preferred dates to book their travel date and tour.
• Provide complete and accurate information for the guests travel requests. Reviewing any additional information about tour presentation, accommodations, premiums and promotions.
• Ability to work in a fast-paced, changing environment and adjust to new processes and technologies.
• Ensure the privacy and security of confidential information about guests.
• Maintain an upbeat, positive, and motivated demeanor, especially when interacting with Hilton guests, coworkers, and leadership.
• Must be able to work and complete cases for the entire shift except assigned break/lunch times.
• Must be able to sit and work at a desk and on the computer for extended periods.
• Must remain up to date on all packages, tour information and relevant information.

Why do Team Members Like Working for us?

• HGV Offers Day One Team Member Benefits!
• Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation
• All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
• Go Hilton Team Member Travel Program
• Employee Stock Purchase Plan become an owner in our company. Eligible team members can purchase HGV common stock at a discount,
• And so much more

Types of Candidates we are looking for:

• High School Diploma or GED
• Must be able to work flexible shifts to include weekdays, evenings, and weekends
• Previous sales experience is preferred
• Previous sales and marketing experience in a similar luxury goods or services sector is a plus
• Strong sense of customer service skills
• Proficient with Microsoft Word, Excel, and Outlook

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on 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 with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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  Des avantages sociaux qui favorisent la santé et le bien-être financier des membres de l’équipe.

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  Des rabais sur les voyages et les hôtels pour les membres de l’équipe, leur famille et leurs amis.

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  Un équilibre sain entre vie professionnelle et vie privée avec congés pour des motifs personnels et horaires souples.

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  Activités pour membres de l’équipe qui renforcent la camaraderie grâce à des activités amusantes.

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  Une culture ouverte d’esprit engagée envers la diversité et l’inclusion.

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  Des incitatifs pour les membres de l’équipe qui font preuve d’excellence chaque jour.