Remote
Join a team that produces outstanding experiences for our guests in an environment that provides exciting career opportunities with a global leader in vacation ownership. Team members at Hilton Grand Vacation may look forward to competitive pay, excellent benefits, and long-term career opportunities in a remote work environment.
(Approved Locations: AL, AZ, FL, GA, HI, ID, IN, KS, MI, MD, MO, NV, NJ, NM, NY, NC, SC, TN, TX, UT, VA, WI)
Through the mission and values of Hilton Grand Vacations, this remote position is responsible for providing exceptional owner and member customer service in a multi-channel, contact center environment (phones, chat, email and social media,) while efficiently upselling and promoting program offerings and benefits, and driving the goals and vision of the organization.
What will I be doing?
- Respond to inbound and outbound contacts in a multi-channel contact center customer service environment serving Owners and Members while efficiently identifying customers’ needs, clarifying complex information, researching member concerns, and problem-solving. Contacts can be initiated by phone calls, chats, and social media.
- Responsible for problem solving, educating owners and members of the vacation ownership value, de-escalating challenging situations while providing solutions with empowerment tools provided.
- Answer inbound contacts and inquiries aimed at educating our owners and members regarding all program options, benefits, and self-service opportunities to support lifetime satisfaction and engagement.
- Service reservation requests through booking, modifying, cancelling, and presenting vacation alternatives when the customer’s original request is not available. Provide relevant information about the resorts, unit amenities, and travel information.
- Generate interest in special services through upselling products such as cancellation protection and promotional opportunities available when applicable.
- Maintain product understanding relating to financial aspects of ownership, such as maintenance fee payments, loan payments, payoffs, and Club assessments when applicable.
- Learn and maintain comprehensive information expertise regarding vacation ownership rules, usage, resort/hotel, while utilizing numerous software applications during this process for applicable owners/members.
- Interact with internal customers and maintain relationships with business support departments.
- Maintains knowledge of and follows customer information and data security processes at all times.
- Adhere to, meet, or exceed all performance metrics, KPI’s, and goals as defined by departmental leadership.
- Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
- Completes all required Company training/compliance courses assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Perform any reasonable request by management that supports the department’s mission and goals
Why do Team Members Like Working for us?
- Excellent health care options (medical, dental, and vision that encourage preventative care)
- Paid Time Off (PTO) that allows for rest, relaxation or recuperation
- All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
- Our Go Hilton Team Member Travel Program offers up to 30 nights per year at our employee rate and 50% off at participating hotel-operated restaurants.
- Employee Stock Purchase Plan become an owner in our company. Eligible team members can purchase HGV common stock at a discount
- Daily Pay Option*
*Eligibility: All US hourly Team Members not represented by a labor organization or subject to collective bargaining agreement
