Call Center Reservations Supervisor

WHO WE ARE

Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor. From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia – Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.

An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true. What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company’s exceptional customer service and dedication to our owners and guests.

As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal: providing our owners and guests with the most extraordinary vacation experience possible.

JOB DESCRIPTION SUMMARY

The Owner Services Floor Supervisor (Team Leader) role is to supervise all Owner Services Representatives and to generally ensure the smooth operation of day-to-day tasks within the Owner Services Department. To ensure all company and departmental standards are always adhered to by department staff, as well as assisting the Owner Services Manager with maintaining a high quality of customer service being provided to our Owners/Guests, with consistent accuracy of data related to reservations generated by the department. This role is a nonremote position, it does require you to be in office full time.

DUTIES AND RESPONSIBILITIES

• Assist Owners & Guests with their reservation requests and other inquiries
• Clearly explain how to utilize timeshare ownership.
• Be aware of resort availability and various inventory allocations.
• Communicate clearly and precisely with both owners and other departments.
• Handle escalated calls from representatives when necessary.
• Maintain the Weekly Staff Work Schedule
• Monitor that there is proper staff coverage in the call queues for interactions with Owners and Guests throughout the workday. (Provide direction regarding the proper times for Staff Breaks and Lunches, etc.)
• Monitor staff’s compliance with Departmental and Company Rules and Regulations
• Review Booking Activity Reports as directed by Manager and ensure that representatives have followed up on any corrections required.
• Update and provide Daily Snapshot showing the current amounts of Emails, Voicemails, and Deposit Requests that are pending. (Beginning and End of the Day). Shared responsibility.
• Any other duty or task as requested by department manager.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• High School Diploma or GED
• Have a Professional (neat) appearance and professional demeanor
• Proficient Computer skills including Microsoft Office (Outlook, Excel, and Word)
• Excellent communication skills for interaction with employees, guests, vendors, and the general public.
• Commitment to follow oral and written instructions.
• 2-5 years of relevant experience, preferably in a timeshare or Call Center environment.
• Attention to detail
• Can effectively deescalate issues presented by upset Owners or Guests whereby providing reasonable solutions.

OPTIONAL SKILLS A PLUS

• Have a thorough understanding of timeshare rules and contract terms to assist Owners and Guests with questions or issues with their ownership or contractual obligations.
• Previous supervisory experience.
• SPI Property Management System Experience.
• Call center experience.

BENEFITS (BASED ON ELIGIBILITY)

• Weekly Pay and Direct Deposit
• Health Insurance (Medical/Vision/Dental)
• Company-Paid Life Insurance
• Paid Time Off (PTO) Program
• Paid Vacation and Holiday Pay
• 401 (K) Retirement Plan with a Company Match (based on eligibility)
• Employee Wellness Programs, including Employee Health Fairs and RALLY.
• Fitness Center Reimbursement
• Ongoing Professional Development Opportunities
• Employee Family & Friends Discounted Stays
• Various Employee Discounts (Local Businesses and National Retailers)
• Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
• Company-Supplied Uniforms and Equipment (Applicable Positions)
• Flexible Work Schedules

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work setting:

• In-person

Application Question(s):

• How far of a commute is Hilton Head for you?
• Are you able to work Saturdays?
• Are you seeking a full time position?
• Would you be able to work 10am-6pm?

Experience:

• Supervising: 1 year (Required)
• Call center: 2 years (Required)

Work Location: In person