Customer Care Agent

Are you driven by a desire to deliver exceptional customer service and create remarkable experiences?
Exploria Resorts recognizes the importance of top-tier customer care. As the Customer Care Representative, you will help ensure our guests’ experiences are exceptional!

What does Exploria Resorts have to offer? Serving the vacation ownership and hospitality industry for over 25 years, Exploria Resorts offers full-time employees competitive benefits including Health insurance with HSA and FSA options, Dental Insurance, Vision Insurance, Life/AD&D insurance, Short – Long- Term Disability coverage, 401(k), PTO, Paid Holidays, Employee Referral Program, Employee and Family Discounts, growth opportunities, and more!

Customer Care Representative - Full Time
$15/Hour Commissions
Required Availability: Weekdays 12pm-8 pm, and Saturday 9am-2 pm
Location: Summer Bay Orlando by Exploria Resorts
127 Town Center Blvd, Clermont, FL 34714

Job Summary:

The Customer Care Representative will report directly to the Customer Care Manager and is responsible for the customer service experience for all inbound calls to the resort. The representatives must be responsible for providing the highest quality of service to guests in an attentive, courteous, and efficient manner. They provide a welcoming attitude and are proficient in all service questions and requests.

Responsibilities and Duties:

• Attracts potential new customers by answering all inbound customer service calls, servicing, and processing all vacation packages sold by our In-house Call Centers and by our outside brokers.
• Maintains customer records by updating account information.
• Resolve product or service concerns by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments. Customer service will also be held accountable to meet certain guidelines on up selling and ancillary sales.
• Contributes to the team effort by accomplishing related results, as needed.
• Customer service will be responsible for building reservations and gifts in focus and making sure the reservation is processed and qualified.
• Responsible for calling, qualifying, and confirming all inbound reservations 21 days out.
• All other duties assigned by management.

Qualifications and Skills:

• A High School diploma or equivalent and one year of customer service experience are preferred.
• Strong computer skills required.
• Exceptional customer service skills.
• Bilingual is highly preferred.
• Must be able to convey information and ideas clearly, both oral and written.
• Must work well in fast-paced, high-pressure situations.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying concerns and issues raised by team members and guests.
• Ability to work nights, weekends, and holidays.

Physical Demands:

• Able to sit for long periods of time.