Correspondence Representative in Orlando, FL at Orange Lake

Date Posted: 11/16/2018

Job Snapshot

Job Description

 

Holiday Inn Club Vacations look for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members.  We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships?  We’re looking for people like this to join our friendly, engaged, professional team.               

 

POSITION DESCRIPTION:
The Correspondence provides exceptional and timely service to our members who communicate special needs concerns or requests for assistance via letter, telephone and email. The candidate will work with Holiday Inn Club owners/members, traditional ownership, vacation experiences, billing inquiries and miscellaneous questions. Assists workflow supervisor with case assignments for escalated issues and assists with administrative duties within Customer Service on an as needed basis. The Correspondence Representative is responsible for managing multiple email inboxes and must ensure all correspondence is responded to within established performance objectives. 


ESSENTIAL DUTIES AND TASKS

  • Manage and prioritize workflow to meet deadlines using excellent communication skills for e-mail responses. Escalate customer services issues to the appropriate department using CRM system in place, such as Salesforce, by creating a case, assigning ownership and track and follow up with final resolution with guest.
  • Maintain all function/capabilities of a Vacation Counselor in order to handle questions and perform member accounting services by participating in team meetings and on-going training as directed. Has a strong knowledge of all fulfillment processes and information associated with Holiday Inn Club and HOA related servicing for Holiday Inn Club Vacations.
  • Monitor and manage customer service responses to posts on top Third-Party Intermediary (TPI) and online travel agencies (OTA’s) sites such as IHG.com, TripAdvisor, booking.com, Expedia, Hotels.com, Revinate, and others determined by Management to support and protect the brand by ensuring positive messaging is maintained and consistent across all channels.
  • Supports owners and members of Holiday Inn Club Vacations with outstanding customer service via a dedicated handle devoted to owner I member timeshare inquiries.
  • Serves as liaison between Resort Operations, Capital Management, Owner Support, Customer Care, Rental Marketing or other departments to field customer service or related inquires to the appropriate departments and respond to these inquiries, ensuring customer follow-up.

 

 

Job Requirements

  • Minimum of 5 years in customer service/correspondence position.
  • Customer service and/or hospitality experience required
  • Bilingual preferred but not required.

ESSENTIAL FUNCTIONS

  • Continuous computer use
  • Ability to Multi-Task, prioritize and manage time effectively
  • Strong written and oral communication
  • Intermediate Level Excel proficiency
  • Ability to adapt in fast paced work environment
  • Intermediate Level Microsoft Office proficiency