The CMS Support Specialist will perform a variety of technical and analytical support, tasks, and duties to assist the day-to-day activities of the Marketing Departments. Support Specialists are responsible for supporting all marketing departments with daily functions such as computer troubleshooting, campaign setups, booking dated packages, maintaining agents’ connectivity with the system, troubleshooting VDI Citrix issues, research tasks, and ensuring open lines of communication with all departments leaders as well as protecting customer and company confidential information. Support strives to always provide the highest quality of service to our internal customers at the call center.

Essential Functions:

• Run adhoc reports as needed for all sales departments.
• Be present on the floor at the beginning of the shift to make sure all agents receive calls and troubleshoot and repair agents’ computers when they are having issues (frozen up, getting on the computer, icons deleted, etc.)
• Credit Hilton Honors point in GEM
• Reply to all emails sent to support
• Log into the phone queue for support.
• Run SQL queries to complete manual dials, retrieve guest information from the database, and research issues on the floor.
• Ensure supervisors have the necessary tools to complete their daily tasks. Also ensure they are trained on the tools.
• Close all tickets each shift.
• Book dated packages and tours and check status of various leads to see they have been charged.
• Provide audio recordings to managers and assist with training of new users to pull recordings as necessary.
• Ensure all sales departments can always receive or initiate calls through the system.
• Various research projects.
• Develop a general understanding of the sales and marketing
• Add numbers to the DNC list to be removed from the dialer.
• Walk and train agents through setting up equipment at home.
• Troubleshoot any audio and or connectivity issues with work from home agents.

Supportive Functions

• Perform any other reasonable request made by management.
• On time for all shifts, especially AM and Saturday shifts due to opening procedures required
• Flexible work schedule- Shifts could include days, nights, weekends, and over-nights as requested
• Extreme attention to detail since small mistakes may have a large impact on guests and business
• Effective and patient attitude when providing service and assistance to our internal customers

WHAT ARE WE LOOKING FOR?

Hilton Grand Vacations is an authority in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth! At the core of our company’s success are our Team Members. To fulfill this role efficiently, you must possess the following minimum qualifications and experience:

• Strong interpersonal/communication skills with
• High level of management and client contact.
• Must be able to handle multiple projects with complete follow-through
• effective decision-making skills
• High school Diploma or GED
• 1-3 years related experience

Why do Team Members like working for us:

• Excellent health care options starting on Day One (medical, dental, and vision that encourage preventative care)
• Paid Time Off (PTO) that allows for experience, rest, relaxation or recuperation
• All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
• Our Go Hilton Team Member Travel Program offers up to 30 room nights per year at our employee rate and 50% off at participating hotel-operated restaurants. Pass the savings on to family and friends since HGV allows you to share up to 70 additional discounted room nights per year
• Employee Stock Purchase Plan become an owner in our company. Eligible team members can purchase HGV common stock at a discount,
• And so much more

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.