Customer Care Preferred Dates Agent

Job Description

As a Customer Care Preferred Dates Agent you are responsible for reviewing cases in the Sales Force queues and assigning them to yourself. You will review the packages and check for room and tour availability and book the dates if they are available and there is not a balance. If there is a balance on any package or is within 45 days of arrival, you must contact the guest and collect the balance, if applicable, and review the travel details.

You will also be responsible for sending email templates, charging credit cards, refunding packages and fees, charging fees, reinstating packages and booking dates through Sales Force. You will be responsible for dis-positioning cases and closing them. There may be times where you would answer calls in the Customer Care queue or assisting management with special projects and/or tasks. There will be times where you would need to report into the office for meetings or trainings if needed.

• Receive and assign cases from guests in Sales Force.

• Need to be able to disposition and close cases in Sales Force.

• Contact guests who have an outstanding balance on requested dates or if traveling within 45 days.

• Provide complete and accurate information for the guests travel requests. Reviewing any additional information about tour presentation, accommodations, premiums and promotions.

• Handle and resolve cases in a timely and effective manner.

• Assist management with special projects and/or tasks relating to customer service.

• Answer calls in the Customer Care queue if needed.

• Ensure the privacy and security of confidential information about guests.

• Maintain an upbeat, positive and motivated demeanor especially when interacting with Hilton guests, coworkers, and managers.

• Will be responsible for working and completing cases for the entire shift with exception of assigned break times.

• Have the understanding to easily operate a computer learning and adapting quickly to software applications.

• Must remain up to date on all package, tour and relevant information.

Qualifications

Why do Team Members Like Working for us?

• HGV Offers Day One Team Member Benefits!

• Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation!

• All new Team Members are automatically enrolled in the HGV Retirement Savings Plan.

• Go Hilton Team Member Travel Program.

• Employee Stock Purchase Plan become an owner in our company. Eligible team members can purchase HGV common stock at a discount, and so much more.

Types of Candidates we are looking for:

• High School Diploma or GED.

• Must be able to work flexible shifts to include weekdays, evening, and weekends.

• Pervious sales experience is preferred.

• Previous sales and marketing experience in a similar luxury goods or services sector is a plus.

• Strong sense of customer service skills.

• Proficient with Microsoft Word, Excel, and Outlook.

• Explore a grand career with Hilton Grand Vacations − where inspiration takes you places.

Our dedication to excellence is recognized and celebrated by some outstanding accolades, including being named to Newsweek's Top 100 Most Loved Workplaces list consecutively in 2021 and 2022, awarded two sought-after Stevie Awards in The 20th Annual American Business Awards including a Gold Stevie for Company of the Year - Hospitality and Leisure and a Silver Stevie Award for Achievement in Growth, being named a top company in Travel & Hospitality by LinkedIn on its 2022 Top Companies Industry Edition list, ranking first in the hotel and travel industry on Dave Thomas Foundation's "Best Adoption-Friendly Workplaces" list and becoming a Great Place to Work certified company in 2022.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on 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 with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.