Customer Care Transitions Specialist

HGV now offers now Daily Pay! and Day One Team Member Benefits!

The Transitions Customer Care Specialist plays a key role in supporting our owners and members participating in the company’s relinquishment program. This position is responsible for providing exceptional customer service through inbound and outbound calls, email correspondence, and case management. The specialist ensures all inquiries and processes are handled efficiently and in accordance with program policies.

Key Responsibilities:

• Handle inbound and outbound calls with professionalism and empathy, assisting owners and members with questions regarding the Transitions relinquishment program.
• Respond to emails in a timely, clear, and courteous manner, maintaining accurate and helpful communication.
• Create, update, and manage service cases using internal systems; ensure all cases are documented and escalated when necessary.
• Review and approve Transitions cases for eligibility and completion based on established program criteria.
• Provide regular status updates to owners and members regarding their case progress.
• Process payments accurately and securely.
• Participate in and support special projects or process improvements as assigned by leadership.
• Maintain up-to-date knowledge of program guidelines, processes, and company policies to ensure accurate information is shared with owners and members.
• Uphold the highest level of confidentiality and compliance when handling sensitive customer information.

Qualifications:

• High school diploma or equivalent required; Associate’s degree or higher preferred.
• 1–3 years of customer service, call center, or case management experience, preferably in the hospitality or timeshare industry.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office Suite and CRM systems (e.g., Salesforce or similar platforms).
• Detail-oriented with excellent organizational and time-management skills.
• Ability to work both independently and as part of a team in a fast-paced environment.
• Strong problem-solving and conflict resolution skills.

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  Benefits that support Team Member health and financial wellbeing.

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  Travel and hotel discounts for Team Members, family and friends.

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  A healthy work-life balance with PTO and flexible hours.

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  Team Member events that build camaraderie through fun activities.

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  An open-minded culture committed to diversity and inclusion.

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  Incentives for Team Members that exhibit excellence every day.