Under supervision, the Reservations and Sales Specialist provides excellent customer service to all potential guests, owners and members who call into the National Marketing Call Center. This position also provides excellent customer service with all outbound calls to potential guests, owners and members to activate their reservations and confirm their arrivals.
ESSENTIAL JOB FUNCTIONS
Performs outbound sales calls to assist potential guests, owners and members with activating reservations and confirming their arrival information.
Maintains a working knowledge of all resorts, Company products and services as they related to marketing and the company as a whole.
Updates reservations system with detailed notes regarding all guest information and reservations that the agent is responsible for.
Processes cancellations and reimburses payment when necessary.
Processes payment for reservations.
Remains compliant with PCI and privacy standards.
Immediately informs management of any escalated issues while handling guest calls.
Learns and delivers a branded and scripted presentation and qualification pitch. Adheres to Company scripting standards when selling and reserving Company products.
Provides accurate and comprehensive answers to customer questions for all products and services provided by the company.
Responsible for accurate data entry.
Responsible for recovering packages attempting to cancel.
Adheres with federal guidelines as they relate to the Do Not Call List and Consent To Call.
Complies with training received on all Company software and computer programs.
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.
No prior experience or training required.
No supervisory experience required.
LICENSE & CERTIFICATIONS
Nevada: Timeshare License is required.
Florida: 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:
Maintains a typing proficiency at a rate of 35 words per minute.
Responsible for operating general office machinery including computer, copy machine, fax machine, 10-key, etc.
Exemplary organizational skills.
Completes multiple tasks with both speed and proficiency.
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.
Diamond Resorts Corporation