Train from Home/Work from Home Customer Service - Inbound Reservations, San Marcos CA

** This position is remote but should live within reasonable driving distance of our corporate office in San Marcos, CA 92069. **

Purpose:
The Call Center Agent in Owner Services will be an integral team member creating distinctive and authentic experiences for owners/guests. You will provide consistent, positive, professional and timely responses to owners/guest with reservations, inquiries, cancelations, challenges and cross-sell when possible to maximize revenue.
Essential Duties and Responsibilities (other duties may be assigned):
  • Service inbound calls from owners/guests, identifying their needs, providing options/solutions, enthusiastically with a smile
  • Handle an average of 25 incoming calls per day. (average call handle time: 15 minutes per call)
  • Administers booking reservations, processing changes, cancelations, point accruals, vacation exchanging • Use multi-channel communication methods; phone, email, written, and chat
  • Navigate through multiple systems simultaneously to assist and resolve owner questions/needs.
  • Maintain continued and current knowledge of:
4 ownership types
Approximately 20 variations of ownership contracts
4 VIP Platinum Tiered ownership levels
Ownership booking windows and restrictions, vacation exchange requirements and rules, and other policies and procedures
7 Resort property locations, unit amenities, resort activities, recreation center locations and amenities.
16 Experiences Collection property locations, unit amenities, resort activities, recreation center locations and amenities
  • Responsible for processing payments of maintenance fees, Vacation Guard, spa/meal plans, room upgrade fees, and promotions
  • Responsible for documenting caller inquiries in the appropriate systems, ensuring notes are clear and concise with accurate information obtained during the call
•• Resolve escalated challenges immediately to ensure proactive resolution through interaction and collaboration with other departments/business partners.
  • Meets or exceeds daily, weekly and monthly call center target goals: processing time, post processing time, number of calls handled, handled talk time, average speed of answer
  • Actively cross-sell products and services; track in accordance with policies
  • Make outbound calls to owners/guests to provide additional information
  • Researches all areas of the Company to ensure full knowledge of business
  • Flexibility with work days and hours, works schedules vary to reflect business needs
  • Adheres to Company standards, maintains compliance with all policies and procedures, including time keeping, punctuality, and attendance policies.
  • Maintain confidentiality of proprietary information
  • Participate/completes Company training sessions for growth and development opportunities
  • Promote positive morale and teamwork within the call center
  • Performs all other duties as assigned.
Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements following this paragraph are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:
  • High school diploma or equivalent
  • Highly Proficient in Microsoft applications; Excel, Work, Outlook, Sharepoint, Salesforce
  • Call center experience a plus
  • Extensive phone and computer efficiency a plus
  • Adept at managing multiple priorities and tasks in a fast-paced environment
  • Experience with vacation ownership and timeshare vacation exchanging preferred
  • Knowledge of Timeshare Ware, Next, Concord, Smartview, 8x8 Cloud Contact Center, Ultipro, Cornerstone, Dollars on the Net, and 4dx preferred
Skills:
  • Ability to analyze personal performance targets and adjust as necessary
  • Ability to pay attention to detail and accurately record/report data
  • Ability to take personal responsibility, display initiative, and exercise good judgment
  • Ability to work effectively, maintain composure, and make decisions in fast-paced environment requiring quick responsiveness
  • Use good judgment and knowledge to recognize challenging situations to apply resolution
  • Utilize the freedom to go Above and Beyond to take initiative to create brand loyalty
  • Professional appearance and demeanor
  • Excellent oral and written communication skills
  • Strong organizational and time management skills to ensure call center meets required service levels
Language Skills:
Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers or Team Members of the organization. Excellent communication skills required. Must be able to speak, understand, read and write English. Must have excellent English grammar skills, including punctuation, spelling, style, etc.

Reasoning Ability :
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to make decisions that are in the best interests of the company. Ability to be flexible and easily adapt to change. Ability to establish and maintain effective working relationships with co-workers, field personnel and sub-contractors/vendors.
Physical Demands:The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the Team Member is regularly required to stand; use hands to finger, handle or feel; and talk and hear. The Team Member is frequently required to walk and reach with hands and arms. The Team Member is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The Team Member must regularly lift and/or move up to 25 pounds.
Work Environment :The work environment characteristics described here are representative of those the Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually low.