Specialist-club Global Support

2 days ago

Vancouver, Canada Hilton Grand Vacations Full time

As a Specialist-Club Global Support you would be responsible for:

- Answer inbound contacts, from Team Members, in a global omni-channel contact center.
- Take over escalated 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.
- Provide daily support, direction, and communication to team members so that calls are answered in a timely, efficient, and knowledgeable manner with focus on achieving ASA and Service Level goals established.
- Assist club counselor and specialist staff answering questions, assisting with escalated calls, providing support and guidance.
- 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 properly following the compensation levels established. When necessary, work with Resolution Specialist in handling higher level challenges.
- Assist with outbound programs or special projects insuring the best usage of staff during peak and off-peak periods under the direction of the Department Management.
- Interact with internal customers to include membership support, portfolio services, maintenance fee services, owner referral, etc. when support is required in servicing a member with utmost professionalism.
- Interact with third-party team members when necessary and provide exceptional internal and external customer experience.
- Provide inbound customer assistance during high demand or low staff periods.
- Adhere to, meet or exceed all performance metrics, KPI’s and goals as defined 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 team player.
- Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
- Completes all required Company training/compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.

Compensation:
$23.50 CAD per hour.

Why do Team Members Like Working for us?
- Our Mission and Values
- A people-first culture
- Internal growth opportunities
- Being part of an industry leader in the hospitality field
- Benefits include extended health & dental and vision coverage
- Short term and long term disability benefits
- Employee Assistance Program that supports your physical and mental well-being
- Wellness allowance
- Group RRSP
- Recognition Program and Rewards
- Team Member and Family Travel Program providing reduced hotel room rates

**Qualifications**

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

- 1+ years of professional customer service experience
- Minimum 1 year of experience in one Club legacy products
- 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.
- Intermediate 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:

- 2+ 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

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.

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.

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