How You'll Shine

This position is fully remote and requires reliable internet and a distraction-free workspace. The Account Servicing Representative will initiate outbound calls to customers as well as require quick and efficient response to customer calls, ensuring customer satisfaction and problem resolution for Wyndham Vacation Resorts, Club Wyndham, Worldmark by Wyndham, Fixed Week, and Shell products. Common transactions include but are not limited to auto pay enrollment, correcting account information, accepting payment for owners, and answering questions based on the owners billing and payment schedule. These transactions are expected to be executed in a manner that displays the highest and most consistent levels of professional service.

The Representative will:

• Initiate outbound and receive inbound calls and capture Voice of the Customer

• Provide issue resolution for auto pay program and new sales

• Provide issue resolution for down payments

• Obtain data from multiple sources to conduct account research and outbound campaigns

• Review reports for purposes of reconciliation for the Auto Pay Program and new loan research

• Analyze and recommend solutions to more efficiently handle daily work.

• Maintain appropriate service levels and turnaround time

• Manage large volume of inbound and outbound calls for the loan and dues accounts within the portfolio.

• Accurately assess, identify, and respond to owner inquires in a timely and effective manner to prevent further issues while building relationships through interactive communication to achieve owner satisfaction.

• Evaluate customer accounts utilizing the proper tools and methods to determine the appropriate and necessary actions.

• Provide appropriate solutions and alternatives within the time limit; Follow up to ensure resolution, submit needed adjustment forms, and ensure proper documentation of transaction is notated.

• Collaborate with other departments to ensure owners receive timely and effective service to their account

What You'll Bring

Reliable internet connection

Education

High School Diploma or equivalent (G.E.D)

Knowledge and skills

• Demonstrate proficiency in Wyndham product knowledge

• Excellent problem-solving, and decision-making abilities

• Detail-Oriented

• Ability to work in a continually changing environment

• Ability to work in a remote environment, with no distractions

• Excellent communication skills

• Strong interpersonal skills

• Ability to interact with multiple levels of the organization

• Strong work ethic with high level of integrity and ethics.

• Collaborative and relational work style with proven success in a team environment

• Ability to work within a structured schedule and a variety of shifts, which may include holidays, evenings, mornings, and/or weekends as pre-determined by business need.

• Ability to use basic math skills including addition, subtraction, multiplication and division, along with intermediate data entry/typing skills in an office or service center environment

• Ability to use active listening skills to better understand the owner’s needs; ability to empathize with others' needs and respond sensitively; ability to use good judgment to respond to objectives successfully.

• In some limited instances, proficiency in Japanese, Portuguese, Spanish or other language is preferred.

Technical Skills

• Working knowledge of Microsoft Office (Word, Excel, Access, PowerPoint, Publisher)

• Math Aptitude

Job experience

• One year of customer service experience preferably in a call center environment

• Financial experience a plus

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.