Agent New Member Journey CC

Key Responsibilities:

• Handle and take membership for assigned new member accounts by engaging new members and providing education and support through high-touch servicing and proactive communication during their first year of ownership.
• Using dialer software, proactively get in touch with new members, accept inbound calls and chat services, providing personalized education and vacation consultation, driving swifter engagement.
• Adhere to specific Member/Club guidelines to ensure high customer care satisfaction.
• Assist and service members with improving their HGV membership.
• Performance-based motivation coupled with a high level of customer care skillset.
• Must be very proficient in the HGV timeshare product, including but not limited to; resort locations, features and services, owner benefits, available tools, website navigation, and marketing and sales promotions.
• With training, you will acquire and maintain a detailed understanding about changes, and improvements to the Dialer and Booking platforms.
• Helping members improve their vacation experiences by selling additional vacation enhancements, such as room upgrades, additional nights or retail experiences.
• Ensure member expectations are met and surpassed by adhering to approved scripting guidelines, usage of owner benefit toolbox and resources available for customer concern.
• Accurately update all systems of record, including dialer, booking system, timekeeping, etc.
• Maintain along with handling of the dialer system to improve performance and productivity.
• Adhere to daily schedule as assigned by leadership.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.