Customer Care Specialist (Call Center)
Company: Diamond Resorts International
Location: Las Vegas
Posted on: October 9, 2021
Under supervision, the Customer
Care Specialist is responsible for providing the highest level of
customer service throughout the marketing package process from
activation to arrival.
Adheres to the Company script
when communicating with prospective owners and
Responsible for accurate data
Verifies package sales,
including qualifying prospective owners and members, as set forth
in department established qualifications.
Prepares confirmation letters
and various post sales emails as outline by department
Responsible for saving packages
that are attempting to cancel.
Adheres to federal guidelines as
they relate to the Do Not Call List and Consent to
Complies with training received
on all company computer programs (i.e. I3, Clarity, and
Maintains a working knowledge of
all resorts, company products, and services as they relate to
marketing and the Company as a whole.
Responsible for professionally
and courteously handling escalated guest issues.
Complies with department metric
requirements; 100 blended calls (inbound, outbound, and chat), 66%
call connect time, pause time 16%, after call and before call work
at 9%, 5 bookings on AM team and 3 bookings on PM team which equals
50 for AM and 30 for PM bi-weekly, and 30% TAC
Maintains an error rate of 10%
Prepares a minimum of 80
confirmation letters per day.
Administers a minimum of 25
confirmation calls per day.
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
- This position does not include
any supervisory responsibilities.
This 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 maintain a typing
proficiency at the rate of 35 words per minute.
Ability to maintain a flexible
schedule and working hours, inclusive of weekends and
Ability to operate general
office machinery (i.e., computer, copy machine, fax machine,
Computer proficiency in
Microsoft Word, Excel and Outlook.
Excellent customer service
Proficient in time management;
the ability to organize and manage multiple
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.
Able to perform a variety of
duties, often changing from one task to another of a different
nature, with impending deadlines and/or established
Performs well with frequent
interruptions and/or distractions.
Please note that Hilton Grand Vacations (HGV)
acquired Diamond Resorts International (DRI) as ofAugust 02,
2021.If you apply to work at a Diamond Resorts company you will be
an applicant of a subsidiary of HGV. A transition to HGV will occur
as we integrate technology, systems and branding but it will take
time until our separate operating systems, employment policies and
benefits are fully integrated.As a result, for a period of time,
employees will receive correspondence and messaging from Diamond
Resorts as well as from HGV and related
Keywords: Diamond Resorts International, Las Vegas , Customer Care Specialist (Call Center), Other , Las Vegas, Nevada
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