What are the responsibilities and job description for the In-Office Call Center Agent position at Capital Vacations?
SALARY: Starting at $16
- Training pay of $15 per hour
SCHEDULE: Full Time opportunities
- 9am-5pm or 9am-6pm post training
- Completely closed on Sunday's
What Capital Vacations can offer YOU:
- Great hourly pay and opportunity for professional GROWTH
- PAID TRAINING
- Year-round work at a company with a NATIONAL presence!
- Medical, Dental, and Vision Insurance options
- 401(K) contribution after 90 days
- Paid Life insurance, short-term and long-term disability, and MORE
- Flexible Spending Account
- Paid Time Off & Holidays
- Discounted vacation stays
Principal Duties and Responsibilities
- Assisting owners with questions about their Club & Legacy ownership
- Must be able to work a variable shift and flexible hours and days
- Role may be facilitated via engagement through phone, email, outbound and chat channels as business needs require
- Completing or assisting owners with making reservations- troubleshooting and converting calls to reservations
- Insures accounts are not delinquent in Maintenance Fees or Loan payments prior to booking new or revised reservations
- Strong selling skills, able to book events, tours and sell an array of products and services
- Processes maintenance fee and loan payments
- Contributes to the revenue of the business through various ancillary revenue sales (ie Renting points, selling Capital Protection Plans and more)
- Facilitate and accept incoming/outgoing, Cat, Email and Text phone calls and return phone calls
- Maintain and meet/exceed defined agent level performance goals and contribute to the achievement of department goals
- Expected to be a role model for Capital Vacations Core Values, always act professional, and be a strong Team Player
- Agents must type at least 30 words per minute
- Daily adherence is expected at 85% minimum
- Agents must be able to multitask throughout their shift seamlessly
- Flexible in work schedule with Saturday shift as rotated
- Must maintain an 85% Quality Assurance score per month
- Must convert 15% of calls to reservations at a minimum
- Confident and comfortable working in a Pay for a Performance role
- All Universal Specialists must service all Club and Legacy Products & Services and pass a comprehensive Assessment
General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.
Job Requirements
Education, Essential Training / Certifications, and Experience:
- High School diploma, some college preferred
- High level proficiency with Microsoft Office applications, High proficiency in MS Excel required
- Hotel/timeshare experience a plus
- A strategic mindset to problem solving and craft win/win solutions.
- Knowledge Timeshare Ware is a plus
- Previous experience using Salesforce.com is a plus
Skills, Knowledge, and Abilities:
- Ability to work both in a team and independently
- Excellent organization and ability to multi-task required to handle multiple priorities
- Very detailed oriented and accuracy is a must
- Technically savvy ~ able to quickly pick up and maneuver through several different systems
- Ability to work in a fast pace office environment
- Excellent communication skills
- Bilingual a plus
- Comfortable in Selling all products and Services
- Ability to work with a high level of professionalism at all times
#CVAMCR
Salary : $15 - $16
