Club Counselor I

工作内容

Please note that Hilton Grand Vacations (HGV) acquired Diamond Resorts International (DRI) as of August 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.

What makes Hilton Grand Vacations unique?

Together, We Can.

We believe that our most important strength is our people. The foundation of our culture is to value and celebrate the unique differences that make us thrive as individuals and engage together. Our more than 12,000 Team Members around the world are the power behind the memorable experiences delivered to our guests and owners every day. It is their talent, commitment and passion for our brand that makes a positive impact within our industry and the communities in which we live and work. They are passionate about offering our guests exceptional experiences, and we are passionate about recognizing, rewarding and supporting those achievements. Together, We Can.

Escape the ordinary! Now is an exciting time to join our growing team and a leading company in the vacation industry!

Job Description

There’s something truly outstanding about Hilton Grand Vacations. The foundation of our culture has been about building memorable experiences and making a positive impact within our industry and the communities in which we live and work. Our Team Members are the driving force behind these efforts. It is their talent, passion, and dedication to our brand that has fueled the success of Hilton Grand Vacations!

As a Club Counselor / Customer Service Representative, you would be responsible for executing your position’s responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards.

• Club Counselor responsible for comprehensive customer service in a call center environment focused on assisting timeshare owners and Club Members while efficiently administering and promoting the membership programs and Affiliated Resort ownership.
• Answer inbound telephone calls from members and owners and effectively answer inquiries and educate member regarding all program options and benefits utilizing our Spirit of Service techniques.
• Confirm reservations at resorts and affiliates providing comprehensive information about the resort, unit amenities and mandatory alerts.
• Confirm Hotel Reservations with Points providing comprehensive information about the hotel utilizing numerous software applications during this process.
• Handle lower level complaints and provide resolution using our Spirit of Service techniques and compensation tools provided.
• Initiate outbound telephone calls to members and owners to encourage usage of program, notification of weather alerts, and special programs or promotions.
• Generate interest in special services; i.e. owner referral and travel insurance, through offerings during telephone contact and promote web services when applicable.
• Interact with internal customers to include membership support, portfolio services, maintenance fee services, owner referral when support is required in servicing a member
• Transact maintenance fee payments, loan payments, payoffs, and Club assessments for members and owners when applicable.
• Provide information regarding Rental Program and answer inquiries concerning status of rental agreement when applicable.

Qualifications

What are we looking for?

Hilton Grand Vacations is an authority in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members! To fulfill this role optimally, you must possess the following minimum qualifications and experience:

• Minimum of one-year professional customer service experience.
• Must have computer literacy to include some knowledge of billing and accounting concepts.
• Friendly and enthusiastic demeanor with a positive can-do attitude.
• Passion for providing exceptional customer service.
• Must be detail oriented, self-motivated, and a problem solver.
• Excellent verbal communication skills.
• Associated degree or 1-year customer service experience

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Three or more years of professional customer service experience preferred.
• Timeshare, travel or hotel front desk background preferred.
• Excellent computer literacy to include WF Management systems, Outlook, Word and Excel.

Why do Team Members Like Working for us?:

• Our Mission and Values
• Internal growth opportunities
• We provide paid training
• Consistent day-to-day responsibilities
• Being part of an industry leader in the hospitality field

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Perks

• Benefits that support Team Member health and financial wellbeing.
• Travel and hotel discounts for Team Members, family and friends.
• A healthy work-life balance with PTO and flexible hours.
• Team Member events that build camaraderie through fun activities.
• An open-minded culture committed to diversity and inclusion.
• Incentives for Team Members that exhibit excellence every day.

Job Type: Full-time

Salary: $19.00 per hour

Additional pay:

• Commission pay

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• RRSP match
• Vision care
• Wellness program

Application question(s):

• Do you live in or around the Vancouver area?

Education:

• Secondary School (preferred)

Experience:

• call centre: 1 year (preferred)

Language:

• French (preferred)

Application deadline: 2022-04-19
Expected start date: 2022-04-25