Job Description

Job Description

Job Description

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

POSITION OVERVIEW:

This position will be responsible for providing superior customer service & fulfillment to all marketing package guests at all touch points. These can include phone calls, emails, SMS, reporting, billing or processing request forms submitted by guests. The position will also be responsible for several administrative support functions including but not limited to what is outlined below.

ESSENTIAL DUTIES AND TASKS:

• Processing several discrepancy reports.
• Post arrival fulfillment process including no shows, check-in’s, tour outcomes & billing.
• Provide voice and administrative support for guests that require pre-arrival details. Inclusive but not limited to Calls, emails and SMS.
• Billing reconciliation initiatives inclusive of assisting accounting with any requested research. Along with validating and adding pre-arrival taxes to any package with a resort accommodation
• Assist management with special projects as necessary. Including but not limited to the following: Data Cleanup, responding to guest emails, managing several inboxes, creating pre-sold promotional opportunities and any other projects assigned by management.
• Supporting internal and external communications.

ESSENTIAL FUNCTIONS:

• Minimum two years call center experience preferable.
• Must have excellent verbal and written skills.
• Timeshare/hospitality background preferred.
• Must be able to work a variable schedule, including evenings and weekends, based on call center needs and be enthusiastic and energetic.
• Must possess basic data entry and word processing skills.
• Must have the ability to look up dates, while servicing guest on the phone. Plus, the ability to input accurate notes pertaining to guest contact and or needs.
• Requires superior organizational and tracking skills and the ability to navigate through the Internet while on phone with the guest.
• Ability to work efficiently in a team setting.

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