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Customer Service Representative

Company: Diamond Resorts
Location: Las Vegas
Posted on: January 15, 2021

Job Description:

JOB SUMMARY Under general supervision, the Customer Service Representative serves as the first point of contact in the department, providing professional and timely responses to queries, issues, and complaints raised by team members, members, owners, and guests. ESSENTIAL JOB FUNCTIONS* Responsible for obtaining credit card or check information for payment of mortgage, club dues, maintenance fees, rental fees, and other fees, as required.* Handles all inbound call and workgroup queues, including CLUB, Customer Service, and Transitions.* Resolves issues efficiently, effectively, and professionally through all communication methods (e.g., telephone, email, letters, in person). * Handles Transitions program inquiries, eligibility requests, logging, data processing and follow-up steps, including logging checks and processing Mutual Release Agreements (MRA) to the Loss Mitigation department.* Inbound I3 queues logging is required for job knowledge, including Access Requirements, Special Needs, Assistance - US and UK, CSM Admin, MidStay Feedback, HSMCEO Escalations, ExecHSM Escalations, Consumer Advocacy and Sales Complaint Intake Forms queues (Customer Experience Review Team (CERT) process), Barclays Inquiries, and ContactUs.* Administers reservations, bookings, and processes confirmation advance communication, if necessary.* Performs to the required department Standard Operating Procedures (SOP) for performance and daily measurement statistics.* Meets or exceeds the average target goals set on a daily, weekly, and monthly basis, as directed by management.* Analyzes personal performance and target in regards to service standards; reviews reports on personal productivity.* Understands correspondence content and provides feedback in regard to potential changes and amendments to avoid recurrences. * Researches all relevant areas of the Company's operations to ensure full knowledge is gained and shared with the team.* Completes case administration assignments including but not limited to, check processing, taking payments, handling billing and payment requests, reservations requests, Transfer of Ownership documents, and general assistance that does not require a Customer Service Specialist or Customer Service Expert's input, and any assigned cases.* Logs cases, handles resort operational concerns with guests and members, Resort Operations concerns with reservations and general complaints, soft calls to members released from third party exit companies (TPE), Sampler concerns and SMOG checks, and handling any financial or medical concerns from members. * Handles billing inquiries, payments, and booking and cancelling reservations, and if necessary, obtains overrides to move points for member use to the following year. * Understands and maintains calendar invitations in Microsoft Outlook.* 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 one (1) year of experience in the customer service field required. * No supervisory experience required.SUPERVISORY RESPONSIBILITIES* This position does not include any supervisory responsibilities.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:* Ability to understand business logic, corporate structure, and branding objectives.* Computer proficiency in Microsoft Word, Excel, and Outlook.* Understands the Clarity system, including OnBase, ICBM, and I3 requirements.* Understands how to develop and implement business strategies.* 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.* Performs well with frequent interruptions and/or distractions.SDL2017

Keywords: Diamond Resorts, Las Vegas , Customer Service Representative, Other , Las Vegas, Nevada

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