What are the responsibilities and job description for the Customer Care Agent position at Hilton Grand Vacations?
Working at HGV…
Discover a grand career with Hilton Grand Vacations where you will be welcomed into an inspiring environment in which a diverse team of Team Members supports one another, and stands out for who they are and what they contribute to the team. Team members take pride in providing our guests and owners with five-star vacation experiences.
About the role:
Our Customer Care Agents interact with guests and prospective owners over the phone to schedule or reschedule accommodations and book tours. This skilled team responds to inbound calls from guests who have received marketing campaigns and assists them in finding and booking their ideal vacation getaway.
Key Responsibilities:
- Provide engaging customer service in an inbound Call Center environment.
- Receive calls from guests who have pre-paid vacation packages and help them arrange their future travel plans. You will respond to direct mail solicitations, email campaigns, and web advertising.
- Sell package upgrades that align with guest interests and influence guests to book certain property locations/months according to goals that are established.
- Assist with payments and costs associated with the new sale, package, or any upgrade purchases, as necessary.
- Answer calls from visitors requesting date changes, asking about the specifics of the package, and asking about their impending vacation.
- Verify all trip and tour specifics related to each package and give pertinent information on their stay.
- Assist travelers with any issues they could encounter before or after departure as part of their trip package.
- Respect our guests' privacy and the protection of all personal information about our business.
Why Team Members Love Working Here?
- Driven base pay plus monthly performance incentives
- Get your earned pay any time before payday through DailyPay*
- Medical, Dental, and Vision benefits starting on Day One
- Generous Vacation Time Off Program and Paid Sick Time
- GO Hilton Discounted hotel rates worldwide
- Tuition reimbursement programs
- Recognition Programs and Rewards
- Internal Growth and Career Pathing
Schedule:
The Customer Care Department operates 7 days a week, offering paid training for 4 weeks Monday through Friday. Multiple shifts are available.
What Are We Looking For?
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members! To fulfill this role optimally, you will have the following minimum qualifications and experience:
- High School Graduate/GED or equivalent experience
- Strong sense of customer service with enthusiastic, upbeat, and professional behavior.
- Proven comfort operating in fast-paced environments with performance metrics.
- Dedication to providing positive experiences for our customers and co-workers.
- Eager, self-motivated, and a problem solver – able to follow defined processes but exercise independent judgment
- Excellent oral and written communication skills, basic digital literacy, and the capacity to operate multiple systems simultaneously.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Timeshare/hospitality background preferred
- Inbound/Outbound Call Center Environment Experience
- Proficient in Microsoft Office including Outlook and Word
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, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.
