Platinum Agent I (Call Center) @ Center Crossing
Company: Diamond Resorts International
Location: Las Vegas
Posted on: October 12, 2021
Job Description:
JOB
SUMMARY
Under general supervision, the
Platinum Agent I is responsible for providing a superior level of
service to all tiers and/or levels of members of THE Club® and
owners of Diamond Resorts International®, specializing in assisting
Platinum Elite members of THE Club® while serving as the point of
contact for all servicing requests including, but not limited to,
booking resort and travel related reservations, processing
payments, upselling products of THE Club®, achieving all related
metrics and answering general account questions for
members.
ESSENTIAL JOB
FUNCTIONS
-
Provides a superior level of
customer service to Platinum Elite members and owners.
-
Responsible for handling blended
inbound and outbound contacts including calls, chats, and
emails.
-
Performs other functions
including, but not limited to, booking, modifying, cancelling
resort reservations and exchanges, processing payments, and
educating members on benefits of THE Club®.
-
Researches and uses empowerment
to resolve concerns and questions raised by members.
-
Completes detailed notes in
common area of member account after each interaction.
-
Provides information to members
as it related to their account.
-
Practices and maintains the
highest standards of professionalism when interacting with members,
team members, and management.
-
Identifies multiple membership
products and services that the Company offers.
-
Consistently demonstrates how We Love to Say Yes™
and maintains the highest standards
of professionalism when interacting with management, fellow team
members, and members.
-
Maintains expected reservation
productivity including inbound and outbound
reservations.
-
Meets or exceeds required
departmental expectations to be eligible for incentive
programs.
-
Upsells various profitable
products for THE Club®.
-
Upsells and books tours for
current owners, members, and guests.
-
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
EXPERIENCE
-
A minimum one (1)
year of experience in the sales, customer service and/or call
center field required.
-
No supervisory
experience required.
SUPERVISORY
RESPONSIBILITIES
LICENSE &
CERTIFICATIONS
SKILLS &
ABILITIES
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 operate general
office equipment (phone, computer, fax machine,
copier).
-
Computer proficiency in
Microsoft Word, Excel and Outlook.
-
Ability to navigate between
multiple and concurrent applications.
-
Attention to
detail.
-
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.
-
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.
ADDITIONAL
INFORMATION
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
entities.
US-Nevada-Las Vegas
Keywords: Diamond Resorts International, Las Vegas , Platinum Agent I (Call Center) @ Center Crossing, Other , Las Vegas, Nevada
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