[Hiring] Specialist Club Global Support @Hilton Grand Vacations

Role Description

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!

• Respond to inquiries and address blocking issues from Team Members and Owners/Club Members.
• Answer inbound contacts, from Team Members, in a global omni-channel contact center.
• Take over advanced 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.
• Support and guide team for timely and knowledgeable call handling to meet ASA and Service Level goals.
• Support club counselor and specialist staff in answering questions, providing assistance with advanced calls, offering support and mentorship.
• 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 accurately following the compensation levels established. When necessary, work with Resolution Specialist in handling higher level challenges.
• Assist with outbound programs or special projects ensuring the best usage of staff during peak and off-peak periods under the direction of the Department Management.
• Engage with internal customers for membership support, portfolio services, and more with integrity.
• Interact with third-party team members when needed and deliver outstanding internal and external customer experience.
• Provide inbound customer assistance during high demand or low staff periods.
• Meet or surpass all performance metrics, goals, and objectives set by departmental leadership.
• Perform any reasonable request by management that supports the department’s mission and goals.
• Flexible work schedule with shift rotation to include MOD on the Saturday, Sunday and major holidays.
• Promotes a positive "can do" attitude and works as a great teammate.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
• Completes all required Company training/compliance courses assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

Company Description