What are the responsibilities and job description for the Customer Care Preferred Dates Agent position at Hilton Grand Vacations?
As a Customer Care Preferred Dates Agent, you are responsible for reviewing cases in the Sales Force queues. You are responsible for contacting each assigned case and check for the requested dates and securing the dates if available. If the dates are not available, you will work with the guest to book alternate dates. You will be responsible for collecting balances if needed, sending email templates, charging credit cards, refunding fees, charging fees and reinstating packages through Sales Force. You will be responsible for dispositioning cases and closing them. There may be times where you would answer inbound calls in the Customer Care queue or assisting management with special projects and/or tasks.
Why do Team Members Like Working for us?
We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
- Receive and review cases from guests in Sales Force.
- Must be able to disposition and close cases in Sales Force.
- Must be able to contact every guest and book the dates and tour.
- Provide complete and accurate information for the guests travel requests. Reviewing any additional information about tour presentation, accommodations, premiums and promotions.
- Handle and resolve cases in a timely and effective manner.
- Assist management with special projects and/or tasks relating to customer service.
- Answer calls in the Customer Care queue if needed.
- Ensure the privacy and security of confidential information about guests.
- Maintain an upbeat, positive and motivated demeanor especially when interacting with Hilton guests, coworkers, and managers.
- Must be able to work and complete cases for the entire shift except assigned break times.
- Must be able to sit and work at a desk and on the computer for extended periods.
- Must be able to easily operate a computer learning and adapting quickly to software applications.
- Must remain up to date on all packages, tour info and relevant information.
Why do Team Members Like Working for us?
- HGV Offers Day One Team Member Benefits!
- Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation
- All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
- Go Hilton Team Member Travel Program
- 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
- High School Diploma or GED
- Must be able to work flexible shifts to include weekdays, evening, and weekends
- Pervious sales experience is preferred
- Previous sales and marketing experience in a similar luxury goods or services sector is a plus
- Strong sense of customer service skills
- Proficient with Microsoft Word, Excel, and Outlook
We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
