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Form of workWorking at HGV
Join a team that produces outstanding experiences for our guests and benefits from an exciting career opportunity with a global leader in vacation ownership. Team members at Hilton Grand Vacation may look forward to competitive pay, excellent benefits, and long-term career opportunities.
About The Role
As a Club Counselor, you will provide comprehensive customer service in an omni-channel call center environment while administrating and promoting membership programs and affiliated resort ownership to timeshare owners and Club Members.
Key Responsibilities:
- Answer inbound telephone calls from owners and members effectively answer inquiries and educating members regarding all program options and benefits.
- Serve members efficiently and accurately using AI tools available.
- Confirm reservations at resorts and affiliates providing comprehensive information about the resort, unit amenities, and required alerts.
- Confirm Hotel Reservations with Points providing comprehensive information about the hotel using numerous software applications during this process.
- Use the supplied approaches and compensation instruments to handle lower-level concerns and provide a resolution.
- Initiate outbound telephone calls to members and owners to encourage usage of programs, notification of weather alerts, and special programs or promotions.
- Generate interest in special services; i.e. resort promotions and cancellation protection, through offerings during telephone contact and promote web services when applicable.
- Interact with internal customers to include membership support, portfolio services, maintenance fee services, and owner referral when support is required in servicing a member.
- Transact maintenance fee payments, loan payments, payoffs, and Club assessments for members and owners when applicable.
- 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.
- Required to provide service to both English and Spanish speaking team members and club members.
Schedule Details:
- Our Club Counselors may work anytime between Monday - Friday between 8:00 am - 10:00 pm EST and on Saturdays/Sundays from 8:00 am - 5:30 pm. EST . Paid training is provided for 5 weeks and is from 8:00 am - 5:00 pm Monday through Friday. Most common shift assignments are between 10:00 am and 10:00 pm and may include weekends. Shifts are assigned during the second week of training. Work from Home opportunities may be available after approximately four months and based on performance results
Why Team Members Love Working For Us?
- Day One Team Member Benefits!
- Recognition Programs and Rewards
- Discounted Hilton hotel rates worldwide
- 401(k) program with company match
- Employee stock purchase program
- Tuition reimbursement program
- Numerous learning and advancement opportunities.
- And much more!
Job details
- You will work in an hourly plus monthly performance bonus environment and receive excellent training to help you build your skills and meet your sales goals.
- Training Schedule: Paid training is provided for 5 weeks and is from 8:00 am - 5:00 pm Monday through Friday.
- Schedule: Full Time - Our Club Counselors may work anytime between Monday - Friday between 8:00 am - 10:00 pm EST and on Saturdays/Sundays from 8:00 am - 5:30 pm. EST. Most common shift assignments are between 10:00 am and 10:00 pm and may include weekends. Shifts are assigned during the second week of training.
- On-site position. Work from Home opportunities may be available after approximately four months and based on performance results.
What Are We Looking For?
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company's success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- Minimum of one year of professional customer service experience.
- Must have digital literacy to include some knowledge of billing and accounting concepts.
- A cheerful, can-do demeanor combined with a friendly and enthusiastic personality.
- Passion for providing exceptional customer service.
- Must be diligent, self-motivated, and a problem solver.
- Excellent verbal communication skills.
- Required to provide service to both English and Spanish speaking team members and club members
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Three or more years of professional customer service experience is preferred.
- Timeshare, travel, or hotel front desk background preferred.
- Excellent digital literacy including WF Management systems, Outlook, Word, and Excel.
Our dedication to excellence is recognized and celebrated by some outstanding accolades, including having been named to Newsweek's "Top 100 Most Loved Workplaces" list for the third year in a row and placed fourth on the list this year, being named a top company in Travel & Hospitality by LinkedIn on its 2022 Top Companies Industry Edition list, ranking first in the hotel and travel industry on Dave Thomas Foundation's "Best Adoption-Friendly Workplaces" list, becoming a Great Place to Work certified company in 2022.
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, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.
