Guest experience agent

Are you looking to grow your career and be rewarded for your successes? Don’t miss this opportunity to join our outstanding Marketing Team and experience the perks of working with an industry leader!

We're seeking highly-motivated, goal-oriented Marketing Team Members who thrive in fast-paced environment. Not only do we offer competitive pay and excellent benefits, we are committed to helping you grow through paid training and leadership development programs.

Description

Why do Team Members like working for us:

• Day 1 Benefit Eligibility
• Driven base pay
• Recognition Programs and Rewards
• Discounted Hilton hotel rates worldwide!
• 401(k) program with company match.
• Paid Sick Days
• Employee stock purchase program
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• Daily Pay Option*

Eligibility: All US hourly Team Members not represented by a labor organization or subject to collective bargaining agreement

RESPONSIBILITIES

The Agent Guest Experience position is charged with researching and organizing information in collaboration with Sales and Resorts and providing response to high level concerns and complaints with emphasis on a satisfactory resolution while adhering to guidelines established by the company. Other responsibilities include:

• Resolves issues efficiently, effectively, and professionally through all communication methods (e.g., telephone, email, letters, or in person).
• Handles inbound call and workgroup queues, including Special Needs, Chairman’s Line, Rescission Inquiry and HSM.
• Conducts full Sales Integrity Process reviews and research of owner/member concerns as presented for resolution.
• Plan and host conference calls with designated Sales representative and owner/members, and review the contract and notes of the Quality Assurance audio and video taped session.
• Handles Consumer Advocacy queries, Better Business Bureau inquiries and performs satisfaction check-ups when issues are resolved within another area of the organization.
• Handles Transitions program inquiries, eligibility requests, logging, data processing and follow-up steps.
• Logs and routes resort operational failures to the appropriate Resort management to handle and resolve with the owner/member or guest.
• Gathers and organizes information received relating to medical hardship requests to submit for approval with financial services.
• Makes informed decisions relating to problem solving from members through investigations, observances, and merits.
• Captures and maintains member feedback in relation to membership.
• Proactively resolves escalated issues, and provides timely feedback of resolutions.
• Interacts with relevant departments within the Company to resolve cases assigned.

QUALIFICATIONS

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. We believe that at the core of our company’s success are our Team Members!

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

Required Qualifications:

• High School Diploma or equivalent
• Organizational and interpersonal skills
• Proficient in Microsoft Office including Word, Excel and Outlook
• Excellent customer service skills
• Capable of moderating meetings between consumer and sales representative
• Excellent written and verbal communication skills
• Ability to organize, prioritize and multi-task

Preferred Qualifications:

• Bachelors Degree
• 2+ years customer service experience
• Previous experience working in the timeshare industry
• Understands the Clarity system, including OnBase, ICBM and I3 requirements is helpful but not required

Our dedication to excellence is recognized and celebrated by some outstanding accolades including being named to Newsweek's Most Loved Workplaces list in 2021, a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list and becoming a Great Place to Work® certified company, earning our 2022 certification.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.