Customer Service Specialist 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:

This position will be responsible for responding to and resolving inquiries from Vacation Counselors, owners, guests, executives and other business units. They must provide owner/guest satisfaction by resolving conflict with excellent customer service and communication skills. This position involves the use of conflict resolution, investigative and problem solving skills; may require conducting research through a variety of means. Individuals in this position are empowered to make exceptions to Owner/Member, RCI policies and normal practices in order to achieve member satisfaction.


ESSENTIAL DUTIES AND TASKS

  • Work collaboratively with the management team to understand departmental needs and creates learning plans that support strategies and objectives.
  • Assist owners/guests who have requested to speak to a supervisor or who have asked to have their request or complaint escalated. Must maintain composure and stable performance while servicing irate callers and discussing potentially volatile situations with the utmost professionalism.
  • Utilize sound judgment and problem solving abilities to ensure customer satisfaction; while making compensation decisions based on all of the available information.
  • Maintain all functions/capabilities of a Vacation Counselor in order to handle questions and preform member accounting services.

 

 

 

Job Requirements

  • Customer service and/or hospitality experience required
  • Bilingual preferred but not required.

ESSENTIAL FUNCTIONS

  • Continuous computer use
  • Continuous phone use
  • Ability to multi-task, prioritize and manage time effectively
  • Strong interpersonal skills 
  • Strong attention to detail
  • Ability to handle escalated service calls
  • Ability to work will independently