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Teleservices Lead Representative in Kissimmee, FL at Holiday Inn Club Vacations

Date Posted: 4/6/2019

Job Snapshot

Job Description


The Teleservices Lead Representative is responsible for booking tours at the same level as other teleservices agents to meet the production standards of the team.  The Lead Representative is responsible for making cold calls to the guests in the units to book tours for them once they are in house.   The Lead Representative is also responsible for assisting in-house guests by providing vacation planning guidance.  In the absence of management, the lead will also assist in the day to day functions of the department including loading and managing the In-Contact dialer and handling any other department issues that may occur.


  • Professional solicits prospects over the phone to tour with our sales consultants.
  • Ensure “world class” guest satisfaction for all internal as well as external guests.
  • Support and uphold the mission statement provided by Holiday Inn Club Vacations at Orange Lake Resorts.
  • Support and uphold the visions and philosophies of the Sales & Marketing Departments at Holiday Inn Club Vacations at Orange Lake Resorts.
  • Adhere to all departmental and company policies and procedures established by Holiday Inn Club Vacations at Orange Lake Resorts.
  • Professionally solicits on site guests over the phone to schedule survey appointments.
  • Exceed the budgeted survey requirements for Club Owner prospects.
  • Ensure the guest satisfaction standards are consistently met and exceeded.
  • Any additional responsibilities that may become evident during the course of the operation.
  • Manage the In-Contact Dialer and properly assign prospects to maximize conversion.

Job Requirements


  • Must have knowledge and understanding of timeshare practices including assisting owners, RCI guests and renters.
  • Strong interpersonal and analytical skills.
  • Must possess excellent verbal, written and oral communications skills.
  • Intermediate computer skills are required.


  • Minimum of 2 years in the timeshare industry and previous telemarketing experience.
  • In-House Marketing or Teleservices experience preferred. 




While performing the duties of this job, the employee is regularly required to stand; walk, sit; use hands and finger, handle or feel; reach with hands and arms; talk and hear.  The employee is required to stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include color vision, and ability to adjust focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The incumbent in this position spends the majority of the time in an air-conditioned office.  Incumbent must be flexible to adapt to immediate changing situations and environments based on staff and guests needs.


Must be flexible as needed for business operations.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position.  It is not intended to give all details or a step-by-step account of the way each procedure or task is performed.  The incumbent is expected to perform other duties necessary for the effective operation of the department.