Special Programs Consultant (Call Center)

JOB SUMMARY Under general supervision, the Special Programs Consultant makes outbound telephone calls from a list provided by the Company based on owner data. The Consultant offers qualified owners a dinner experience in exchange for a timeshare tour. ESSENTIAL JOB FUNCTIONS

• Makes outbound telephone calls.
• Offers qualified owners a dinner experience in exchange for a timeshare tour.
• Meets the established minimum target quota of fourteen (14) net qualified tours on a biweekly basis.
• Maintains the minimum monthly budget volume per guest (VPG).
• Maintains a 9.5% conversion ratio on total leads.
• Must not exceed 65 minutes “time pause” per day inclusive one 30-minute lunch and two 15-minute breaks.
• Be familiar with all company programs, systems and resorts.
• Must be well versed and educated with each script and promotion offered.
• Follows company guidelines for solicitation including, but not limited to, script adherence in telephone communications.
• Adheres to company and federal guidelines as they relate to the Do Not Call list.
• Takes ownership of personal behavior and weekly production levels.
• Exhibits utmost professionalism when interacting with fellow team members/management as well as owners, members and prospects.
• Ensures compliance with timekeeping, including clocking in/out procedures and attendance.
• Consistently applies training received on computer programs including, but not limited to, Atlas.
• Assists in other clerical and analytical tasks as assigned.
• 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

• High School Diploma or equivalent.

EXPERIENCE

• A minimum of six (6) months of experience in the customer service field required.
• No supervisory experience required.

SUPERVISORY RESPONSIBILITIES

• This position does not include any supervisory responsibilities.

LICENSE & CERTIFICATIONS

• This position does not require licenses or 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 meet productivity standards.
• Strong administrative skills.
• Self-motivated with an inner competitiveness.
• Operate office machinery (i.e., computer, copy machine, fax machine).
• Computer proficiency in Microsoft Word, Excel and Outlook.
• Understand how to develop and implement business strategies.
• 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.
• 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.

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.