Customer Care Specialist (Call Center)

JOB SUMMARY Under supervision, the Customer Care Specialist is responsible for providing the highest level of customer service throughout the marketing package process from activation to arrival. ESSENTIAL JOB FUNCTIONS

• Adheres to the Company script when communicating with prospective owners and members.
• Responsible for accurate data entry.
• Verifies package sales, including qualifying prospective owners and members, as set forth in department established qualifications.
• Prepares confirmation letters and various post sales emails as outline by department procedures.
• Responsible for saving packages that are attempting to cancel.
• Adheres to federal guidelines as they relate to the Do Not Call List and Consent to Call.
• Complies with training received on all company computer programs (i.e. I3, Clarity, and Oracle).
• Maintains a working knowledge of all resorts, company products, and services as they relate to marketing and the Company as a whole.
• Responsible for professionally and courteously handling escalated guest issues.
• Complies with department metric requirements; 100 blended calls (inbound, outbound, and chat), 66% call connect time, pause time 16%, after call and before call work at 9%, 5 bookings on AM team and 3 bookings on PM team which equals 50 for AM and 30 for PM bi-weekly, and 30% TAC conversion.
• Maintains an error rate of 10% or below.
• Prepares a minimum of 80 confirmation letters per day.
• Administers a minimum of 25 confirmation calls per day.
• 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

• No prior experience or training required.
• No prior supervisory experience required.

SUPERVISORY RESPONSIBILITIES

• This position does not include any supervisory responsibilities.

LICENSE & CERTIFICATIONS

• Timeshare License.

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 maintain a typing proficiency at the rate of 35 words per minute.
• Ability to maintain a flexible schedule and working hours, inclusive of weekends and holidays.
• Ability to operate general office machinery (i.e., computer, copy machine, fax machine, 10-key).
• Computer proficiency in Microsoft Word, Excel and Outlook.
• 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 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.

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.