Associate Member Experience, French/English Bilingual

This is a fully remote position, open to applicants in Nevada.

📋 Description

• Respond to both inbound and outbound communications in a multi-channel contact center customer service setting, assisting Owners and Members while effectively identifying customer needs, clarifying complex information, researching member issues, and providing solutions. Contacts may be initiated via phone calls, chats, and social media.

• Responsible for resolving issues, educating owners and members about the value of vacation ownership, de-escalating challenging situations, and offering solutions using the empowerment tools provided.

• Address inbound inquiries aimed at educating our owners and members on all program options, benefits, and self-service opportunities to enhance lifetime satisfaction and engagement.

• Process reservation requests by booking, modifying, canceling, and suggesting vacation alternatives when the original request is unavailable. Supply relevant information about resorts, unit amenities, and travel details.

• Generate interest in special services through the upselling of products such as cancellation protection and promotional opportunities when applicable.

• Maintain an understanding of product-related financial aspects of ownership, including maintenance fee payments, loan payments, payoffs, and Club assessments when applicable.

• Acquire and uphold comprehensive knowledge of vacation ownership rules, usage, and resort/hotel information, while utilizing various software applications throughout this process for applicable owners/members.

• Engage with internal customers and sustain relationships with business support departments.

• Always maintain knowledge of and adhere to customer information and data security processes.

• Meet or exceed all performance metrics, KPIs, and goals as established by departmental leadership.

• Embody the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.

• Complete all mandatory Company training/compliance courses assigned.

• Follow Company standards and ensure compliance with all policies and procedures.

• Execute any reasonable requests from management that support the department’s mission and objectives.

⛳️ Requirements

• A reliable internet connection with a minimum speed of 300 MBPS is required, with a recommended speed of 500 MBPS.

• At least 6 months of professional customer service experience supporting complex products.

• Detail-oriented, self-motivated, and skilled at problem-solving.

• Possess a friendly and enthusiastic demeanor with a positive outlook.

• Committed to delivering positive experiences for our Owners and Members.

• Advanced computer literacy and proven skills in using multiple applications.

• Ability to talk and type simultaneously.

• Flexibility to work nights, weekends, and/or major holidays; schedule assignments will depend on individual performance and business demand.

• Bilingual in French and English.

• 1+ years of professional customer service experience supporting complex products is preferred.

• Background in timeshare, travel, contact center, or hotel front desk is preferred.

• Proficient in Microsoft Office, including Outlook, Word, and Excel, is preferred.

🏝️ Benefits

• Excellent health care options (medical, dental, and vision) that promote preventative care.

• Paid Time Off (PTO) 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 provides up to 30 nights per year at our employee rate and 50% off at participating hotel-operated restaurants.

• Employee Stock Purchase Plan allows eligible team members to purchase HGV common stock at a discount, becoming owners in our company.

• Daily Pay Option available.*