Together, We Can.
As a Specialist Digital Member Experience, you will have the outstanding opportunity to craft the vacation experience of our members through flawless written communication. Your role will be pivotal in delivering world-class customer service and promoting the HGV Max program. If you are passionate about outstanding service, this is the perfect role for you!
Essential Job Functions:
- Write clear responses for owners/guests via email/chat, using all tech/resources efficiently.
- In addition to basic Club training, this role will be responsible for handling inbound and outbound contacts for at least 4 additional skills or membership types.
- Provide comprehensive program education to members, assisting with online registration, website and mobile app navigation, and self-serve opportunities available through One Console and the mobile app.
- Fulfill all service requests: confirm, modify, or cancel resort reservations, open season cash reservations, add cancellation protection, and offer detailed information about the resort, unit amenities, and mandatory alerts.
- Provide one-contact resolution by assessing the customer’s needs, identifying a solution, and taking the necessary steps to address or address the inquiry further.
- Communicate in a helpful, friendly manner that promotes dialogue and establishes rapport.
- Accurately and efficiently update and document information using Salesforce and applicable reservation system(s).
- Process and analyze accounts, policies, and new product information quickly.
- Educate owners about their membership and answer questions with accuracy.
- Adhere to established etiquette and format standards to ensure consistency of communications and brand representation.
- Identify and report recurring customer service issues and trends.
- Service any/all Owner Services incoming contact types and handle any required outbound Owner Services calls.
- Maintain product knowledge by attending ongoing or refresher training.
- Embody the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.
- Complete all required Company training/compliance courses as assigned.
- Adhere to Company standards and maintain compliance with all policies and procedures.
- Perform any reasonable request by management that supports the department’s goals.
Knowledge, Skills, and Abilities:
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
- 9 months of professional customer service experience.
- Cross training in 4+ Club skills or membership types.
- Successfully complete and pass all assessment testing.
- Display outstanding written and verbal communication skills.
- Ability to multi-task in a fast-paced environment.
- Passion for delivering outstanding customer service.
- Diligent, self-motivated, and a problem solver.
- Ability to process and analyze information quickly.
- Ability to resolve complex issues by using available resources.
- Achieve or surpass all performance metrics, goals, and targets set by departmental leadership.
In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:
- 1+ years professional experience in a Hilton Grand Vacations Contact Center.
- Excellent typing skills – words per minute.
- Excellent computer literacy including internet browser navigation, Outlook, Word, and Excel.
- Apply contact center technology effectively to service the member.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of 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 reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation
Extraordinary People,
Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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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.
