Club Agent (Call Center) @ Center Crossing
Company: Diamond Resorts International
Location: Las Vegas
Posted on: October 12, 2021
Job Description:
JOB
SUMMARY
Under general supervision, the
Club 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, while serving as the point of contact
for all servicing requests including, but not limited to, booking
resort reservations, processing payments, upselling products of THE
Club®, achieving all related metrics and answering general account
questions for all members of THE Club®.
ESSENTIAL JOB
FUNCTIONS
-
Serves as overall point of
contact for member's account information.
-
Creates, modifies, and cancels
resort reservations and exchanges.
-
Processes member
account/reservation payments.
-
Updates member account
information.
-
Educates members on benefits of
THE Club®.
-
Completes detailed notes in
comments area of member account after each
interaction.
-
Researches and resolves concerns
and questions raised by members.
-
Provides information to members
as it relates to their account.
-
Maintains expected reservation
productivity including inbound and outbound
reservations.
-
Meets or exceeds required
departmental expectations to be eligible for incentive
programs.
-
Identifies multiple membership
products and services.
-
Upsells and books tours for
prospective and current owners.
-
Consistently demonstrates how We Love to Say Yes™
and maintains the highest standards
of professionalism when interacting with management, fellow team
members, and members.
-
Handles blended inbound and
outbound calls.
-
Upsells various products for THE
Club®.
-
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:
-
Detail oriented.
-
Computer proficiency in
Microsoft Word, Excel and Outlook.
-
Ability to navigate between
multiple and concurrent computer applications.
-
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.
-
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 , Club Agent (Call Center) @ Center Crossing, Other , Las Vegas, Nevada
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