Platinum Counselor

Job Description

What will I be doing?

As a Platinum Counselor, you would be responsible for performing 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:

• Serves as overall point of contact for member's account information.

• Builds, modifies, and cancels resort reservations and exchanges.

• Processes member account/reservation payments.

• Updates member account information.

• Educates members on benefits.

• Completes detailed notes in comments area of member account after each interaction.

• Researches and resolves concerns and questions raised by members.

• Provides information to members as it relates to their account.

• Maintains encouraged reservation efficiency including inbound and outbound reservations.

• Meets or exceeds required departmental expectations to be eligible for incentive programs.

• Identifies multiple membership products and services.

• Upsells and books tours for prospective and current owners.

• Consistently demonstrates the highest standards of integrity when interacting with management, fellow team members, and members.

• Handles blended inbound and outbound calls.

Qualifications

What are we looking for?

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

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that you can perform the essential functions of the job, with or without reasonable accommodation.

• 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.

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

• One 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.

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. We offer a comprehensive benefit package to our full-time Team Members that include medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and exciting travel benefits.

We are an equal opportunity employer and value diversity at our company. We prohibit discrimination based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.

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.