Customer Service Agent - Capital Management in Orlando, FL at Corporate Offices

Date Posted: 11/6/2018

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:


This position will be responsible for answering all questions regarding general account services for our Capital Management department. These inquiries will come from inbound calls, emails and correspondence communication channels. They must be able to provide effective resolution to these request by using conflict resolution, investigative and problem solving skills. Position may require the agent to conduct research through a variety of different application of communication with teams within our department.

ESSENTIAL DUTIES AND TASKS:  

1. Work collaboratively with the management team to understand departmental needs and creates learning plans that support strategies and objectives.
5%


2. Assist owners who have requested to speak to someone in Capital Management regarding general account inquiry; including but not limited to deeding status, complaints, question on statements or tax forms, or who have asked to have their request or complaint escalated. Responsible for returning calls from our Customer Service voicemail.
20%


3. Perform outbound call campaigns to owners regarding account services such as expired credit cards or missing documents. 70%


4. Participates in team meetings, on-going training and on-boarding development of new team members. 5%

 

Job Requirements



EDUCATION and/or EXPERIENCE

  • High School Diploma required
  • Customer service and/or hospitality experience required
  • Bilingual preferred but not required


QUALIFICATIONS:

  • Requires excellent interpersonal skills
  • Has proven ability to handle escalated service calls/issues
  • Must demonstrate a commitment to customer service
  • Must possess excellent time management and prioritization skills
  • Must possess strong verbal and written communication skills
  • Must be able to react and adapt to changes and priorities
  • Must be detail and results oriented
  • Must be able to work independently
  • Must maintain composure and stable performance while servicing all callers and discussing potentially volatile situations with the utmost professionalism