Customer Experience Representative

There’s nothing more rewarding than creating lifelong memories, for yourself and for others. And that’s what you’ll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 14,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do. 

As an award-winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we’re dedicated to recognizing, rewarding and supporting every achievement, however big or small. It’s all part of making incredible memories, together. Find your path in a career that really matters, where you’ll truly belong. Join our growing, innovation-driven team today.

The Customer Experience Representative will handle escalated guest concerns and retention by phone, email or online chat. Making certain to listen effectively to find the root cause of issues, the CX Associate will communicate clearly in a friendly way to solve the issue, and complete follow up as required. Significant outbound call work required.

Schedule: Monday through Friday, 12:30pm-9pm, (weekend availability required based on business need) 

THIS IS AN IN-OFFICE POSITION

Responsibilities:

·       Handle guest concerns before, during and after a vacation is purchased and/or used.

·       Deliver prompt and professional solutions for customer inquiries via direct contact, phone, email and online chat.

·       Responds to customer inquiries/concerns by understanding inquiry; reviewing previous inquiries and responses; interact with contracted vendors, hotel/resort staff, etc. to gather and research information; assembling information; verifying customer’s understanding of information and implementing a prompt solution

·       Records customer inquiries by documenting the issue and response in customer accounts. Report all resolutions for internal record keeping

·       Improves quality of service by recommending improved processes and training opportunities

·       Provide complete resolution to escalated guest concerns from a variety of channels including but not limited to the Better Business Bureau, Attorney General, Bluegreen surveys, internal and external executives, or other legal entities.

·       Have a thorough understanding, and keep up with changes to systems, vacation offers, promotions, destinations, participation details and policy changes

Qualifications:

• High school diploma or equivalent (GED)
• 6 months of sales or customer service experience
• Must be able to multi-task and work in a fast-paced environment, handling multiple systems and projects simultaneously, and must be proficient with computers
• Must be friendly, helpful, patient and professional, even in challenging scenarios
• Strong written, verbal and interpersonal communication skills and have exemplary follow-up skills
• Excellent conflict resolution and negotiation skills. Outstanding ability to think through difficult situations and engineer creative solutions.
• Ability to be flexible with work schedule, including overtime, weekends and holidays

Benefits:

• Unlimited Income Potential: You will earn base pay + uncapped commissions!
• Paid training: You will earn as you learn to be a Hilton Grand Vacations specialist and brand ambassador.
• Career Growth: We believe in developing our current talent, we promote within.
• Fantastic benefits package: We offer Medical/Dental/Vision plans, Education Assistance, 401k (company match), and many more benefits!
• Work/Life Balance: You will receive generous paid-time off after 90 days of employment. Full time and part time opportunities are available. We are a highly philanthropic and socially responsible organization!
• Amazing discounts: Hotels, retailers, car rentals, theme parks, and much more!

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.

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 accommodation.