Club Counselor / Customer Service Representative

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POST DATE 9/17/2016
END DATE 10/17/2016

Hilton Grand Vacations® Orlando, FL

Orlando, FL
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


Club Counselor / Customer Service Representative Position Statement: Club Counselor will be responsible for comprehensive customer service in a call center environment focused on assisting timeshare owners and Club Members while efficiently administering and promoting the membership programs and Affiliated Resort ownership. The above purpose is to support our mission of providing a spectacular quality of service and maintain excellent response standards as we communicate with our Members, guests, and associates. Through our commitment to continually educate and encourage our Members, we will promote maximum utilization of our product's distinctive benefits. Position Summary: * Answer inbound telephone calls from members and owners and effectively answer inquiries and educate member regarding all program options and benefits utilizing our Spirit of Service techniques. * Confirm reservations at resorts and affiliates providing comprehensive information about the resort, unit amenities and mandatory alerts. * Confirm Hotel Reservations with ClubPoints/Bonus Points/HHonors Points providing comprehensive information about the hotel utilizing numerous software applications during this process. * Handle lower level complaints and provide resolution using our Spirit of Service techniques and compensation tools provided. * Initiate outbound telephone calls to members and owners to encourage usage of program, notification of weather alerts, and special programs or promotions. * Generate interest in special services; i.e. owner referral and travel insurance, through offerings during telephone contact and promote web services when applicable. * Interact with internal customers to include membership support, portfolio services, maintenance fee services, owner referral when support is required in servicing a member. * Interact with third-party team members when necessary and provide exceptional customer experience. * Transact maintenance fee payments, loan payments and payoffs and Club assessments for members and owners when applicable. * Provide information regarding Rental Program and answer inquiries concerning status of rental agreement when applicable. * Confirm Rental Reservations at resorts participating in Rental Program when applicable. * Perform any reasonable request by management that supports the department's mission and goals. Hilton World Wide Inc. is acting as an Employment Agency in relation to this vacancy.