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Specialist Owner Experience
Through the mission and values of HGV, the Specialist Owner Experience is responsible for providing excellent owner customer service in an omni-channel, contact center environment, while efficiently administering and promoting program offerings and benefits and driving out the goals and vision of the organization.
As a Specialist Owner Experience, you would be responsible for:
- Handle inbound and outbound contacts in an omni-channel contact center customer service environment serving Owners while efficiently identifying customer’s needs, clarifying information, researching Owner concerns and providing solutions. Contacts can be initiated by phone calls, chats, or electronic communications.
- Confirm reservations and provide relevant information about the resorts, unit amenities, and travel information.
- Answer inbound calls/e-mails and answer inquiries aimed at educating our owners regarding all usage options, benefits and self-service opportunities.
- Assist owners with lower-level challenges and provide resolution using our Spirit of Service techniques and empowerment tools provided.
- Generate interest Destination Xchange and in special services such as cancellation protection and promotional opportunities available when applicable.
- Interact with internal customers and maintain relationships with business support departments.
- Transact maintenance fee payments and loan payments when applicable.
- Provide assistance booking and confirming reservations while providing comprehensive information about the resort/hotel, utilizing numerous software applications during this process for applicable Owners
- Maintains knowledge of and follows customer information and data security processes at all times.
- Adhere to, meet, or exceed all performance metrics, KPI’s and goals as defined by departmental 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.
- Perform any reasonable request by management that supports the department’s mission and goals.
Why do Team Members Like Working for us?
- Excellent health care options (medical, dental, and vision that encourage preventative care)
- Paid Time Off (PTO) that allows for rest, relaxation or recuperation
- All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
- Our Go Hilton Team Member Travel Program offers up to 30 nights per year at our employee rate and 50% off at participating hotel-operated restaurants.
- Employee Stock Purchase Plan become an owner in our company. Eligible team members can purchase HGV common stock at a discount
Daily Pay Option*
**Eligibility: All US hourly Team Members not represented by a labor organization or subject to collective bargaining agreement
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
- 6 months of professional customer service experience
- Friendly and enthusiastic demeanor with a positive outlook.
- Dedication for providing positive experiences for our Owners and Members.
- Detail-oriented, self-motivated, and a problem solver.
- Verbal Fluency in English language required. Bilingual in Spanish, Portuguese helpful.
- Basic computer literacy and skills
- Must be able to talk and type simultaneously.
- Flexibility is required to include nights, weekends, and/or major holidays. Schedule assignment will be based on business demand
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- 3+ years professional experience in call center customer service.
- Timeshare, travel, or hotel front desk background.
- Proficient in Microsoft Office including Outlook, Word
When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of 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 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.
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