Hospitality Support Specialist

Client Biography Bring your talents to the industry leader in vacation club resorts and hotels. This customer operates membership programs for vacationers and provides value-added services to its developer clients worldwide. The company has been a pioneer and innovator in serving the vacation ownership market since 1976. Today, their exchange network comprises approximately 3,000 resorts in more than 80 nations. Your Role You will be involved in customer service calls with some technical and sales:

• Assist members in placing their wait-list requests for a resort that is currently unavailable.
• Offer members alternative vacation options if their first choice is unavailable.
• Sell membership packages by advising members of the features and benefits of the Core, Gold, and Platinum levels as well as all Interval products.
• Solve member concerns for first call resolution, ultimately avoiding escalation.
• Strong mediation skills and experience working with users to identify best solution.
• Display patience, empathy, an ability to manage stress, the ability to work under pressure and adapt to adverse situations
• Skilled and efficient in writing and verbal communication
• Outstanding listening skills
• Providing knowledgeable, friendly and eloquent customer service
• Understanding how to navigate and efficiently use tools

Skills

• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
• Familiarity with ticketing systems
• Experience using online help resources to solve problems
• knowledge of Microsoft Office programs such as Outlook, Excel and word