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Club Service Support Manager

Company: Diamond Resorts
Location: Las Vegas
Posted on: January 14, 2021

Job Description:

JOB SUMMARY The Club Service Support Manager develops and directs team members responsible primarily for non-sales related complaints. This position is responsible for executing business objectives related to operational efficiencies and applies principles of quality customer service to maximize customer satisfaction while maintaining a professional and ethical representation of the Company. ESSENTIAL JOB FUNCTIONS* Provides exceptional leadership and direction that aligns with delivering the business strategy at all times.* Ensures that management of complaints meets service standards both from a timing and a quality of response perspective.* Manages and coaches to equip team members to deliver service excellence through side by side monitoring, coaching, call monitoring, letter writing, one-on-ones, and timely completion of all training requirements.* Ensures timely and accurate dissemination of product information, policy definition or changes, or other updates as necessary to ensure all team members are consistently aware of information prior to inquiries when possible.* Monitors quality of service to ensure it meets minimum service standards consisting of friendly, courteous, accurate, engaging, and helpful service; implement improvements as necessary through Quality Assurance processes and random monitoring.* Meets regularly with team members to monitor progress in achieving objectives, tracking performance, recognizing both team and individual successes.* Develops team members through comprehensive training, coaching, and mentoring to encourage continued growth and cross training.* Provides productivity reporting, analysis of process and staffing, and reviews of ongoing cases to management.* Responsible for monitoring all phone lines, cases, and emails to ensure agents are available to respond in a timely manner and team meets the Standard of Performance Metrics.* Communicates with agents by providing positive guidance and judgement decisions.* Leads by example in addressing escalated customer service issues directly, in a timely and professional manner.* Builds and maintains positive interdepartmental relationships to support service delivery.* Provides support, communication, and coordination with both internal and external departments.* Completes any special projects and/or tasks as assigned by management.* Ensures all inquiries are resolved within departmental standards of turnaround time and service levels, in compliance with Company standards and departmental parameters.* Ensures accuracy of team member time cards including hours worked, vacation and sick time approved or scheduled, and or any commission and/or bonus approved.* Responsible for general reports, maintaining the service level to the bench mark set by management.* Provides ongoing analysis to align staffing needs and skillsets to the tasks required as new programs and benefits are added.* Completes all required Company trainings and compliance courses as assigned.* Adheres to Company standards and maintains compliance with all policies and procedures. * Performs other related duties as assigned.EDUCATION* High School Diploma or equivalent.EXPERIENCE* A minimum two (2) years of experience in the customer service field required.* A minimum two (2) years of supervisory experience in the customer service field required.SUPERVISORY RESPONSIBILITIESThis position spends the majority of the time (50% or more) achieving organization objectives, often through the coordinate achievements of subordinate staff. A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal related. Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge. Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance. Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets. Exercises judgment within defined procedures and policies to determine appropriate action; develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives. Specific supervisory duties include, but are not limited to the following:* Determines and creates policies, procedures, and manuals for direct reports.* Establishes objectives and goals for the team; plans, organizes, and manages work flow.* Assigns, monitors, and reviews work; evaluates direct report's performance. * Recruits, interviews, trains, disciplines, and terminates direct reports. * Orientates and trains direct reports.* Approves time records and time off requests; submits payroll for direct reports.* Investigates and resolves concerns and complaints.* Provides assistance and support; maintains a positive and professional working environment.LICENSE & CERTIFICATIONS* This position does not require licenses or certifications.SKILLS & ABILITIESThis position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.Specific skills and abilities include, but are not limited to the following: * Computer proficiency in Microsoft Word, Excel, and Outlook.* Ability to interpret and create policies, procedures, and manuals.* Excellent customer service skills.* Proficient in time management; the ability to organize and manage multiple priorities.* Ability to take initiative and effectively adapt to changes.* Recognizes an emergency situation and takes appropriate action.* Able to establish and maintain a cooperative working relation.* Ability to interpret and create spreadsheets.* Able to use sound judgment; work independently, with minimal supervision. * Strong analytical and problem solving skills.* Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.* Competent in public speaking.* Performs well with frequent interruptions and/or distractions.* Basic math skills.

Keywords: Diamond Resorts, Las Vegas , Club Service Support Manager, Executive , Las Vegas, Nevada

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