Customer Support - Call Center Admin

Somerpointe Realty is a leading developer of vacation ownership with twelve resorts in its network including Tahiti Village, its flagship. Headquartered in Las Vegas, NV, the Somerpointe Resorts portfolio encompasses more than 100,000 owners and 2,000 guestrooms in some of the world’s most desirable locations including Las Vegas, Hawaii and Orlando.

Our History:

Somerpointe Resorts, a second generation family business, offers owners and guests an impressive portfolio of premium properties in Las Vegas, Hawaii and Orlando, including its flagship resort, the Tahiti Village Resort. For more than 30 years, our family and associates have remained leaders in the vacation ownership industry, originally developing many of the resorts now in the Somerpointe Resorts portfolio and delivering vacation memories to more than 100,000 owner families around the world. Today, that tradition continues with the next generation of flexible-use products, premium service and enhanced owner benefits.

Role:

This is a key administrative support role within the Call Center Department, undertaking a range of routine day-to-day administrative tasks as well as providing more detailed support to individual projects and programs for Call Center Departments. The needs of this role will change frequently based on the needs of the key departments.

What will I be doing?

Providing administrative support to the Call Center Administration Manager, Call Center Manager, Open Marketing and Owners Advantage departments to include but not be limited to reviewing tours booked with guest.

Responsibilities:

• Verifies package sales, including qualifying prospective owners and members, as set forth in department established qualifications
• Adheres to the Company script when communicating with prospective owners and members
• Handles customer service calls to include date changes and general package information
• Completes pre-arrival confirmation calls to all incoming vacation packages to confirm travel dates and presentation times
• Follow up on all pending requests until completion and return all calls in a timely manner
• Completes pre-arrival confirmation calls
• Maintains a working knowledge of all resorts, Company products and services as they related to marketing and the company as a whole
• Responsible for professionally and courteously handling escalated guest issues
• Maintain a high level of accuracy and confidentiality in verifying and/or entering package data for the Marketing Call Center
• Support the daily activities and assignments provided by leadership. Participate in proactive team efforts to achieve departmental and Marketing Call Center goals.
• Adhere to all company and departmental policies and procedures
• Additional duties that may be assigned to meet business needs

Requirements:

• Good interpersonal communication skills, written and verbal
• Fluent with Microsoft Office Suite; Word , Excel and Outlook
• Good organization skills
• Ability to manage daily, weekly and special project deadlines
• Self-starter
• Exceptional customer service skills

A career with Somerpointe Resorts provides a fun, family-like environment along with great benefits. We offer a competitive benefit package that includes the following:

• Health and wellness benefits such as medical, dental, and vision insurance
• Generous paid time off plan to allow our employees time away from work
• 401(k) with Company match
• Employee discounts
• Career Development Opportunities
• Much more!

EEO/Drug Free Workplace

Job Type: Full-time

Pay: $14.50 - $16.50 per hour

Expected hours: 40 per week

Benefits:

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

Experience level:

• 1 year

Shift:

• 8 hour shift
• Evening shift

Weekly day range:

• Every weekend

Work setting:

• Call center
• In-person

Experience:

• Microsoft Office: 1 year (Required)

Work Location: In person