Digital Member Experience Specialist

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

📋 Description

• Craft clear responses for owners and guests through email and chat, utilizing all available technology and resources effectively.

• Provide educational support for programs and assist with online registration, navigation of the website and mobile app, and self-service options via One Console and the mobile app.

• Confirm, modify, or cancel resort bookings; handle seasonal cash reservations; add cancellation protection; and supply information regarding resort amenities and mandatory alerts.

• Address inquiries with a one-contact resolution approach by evaluating needs, identifying solutions, and taking appropriate actions.

• Communicate in a helpful and professional manner to foster dialogue and build rapport.

• Accurately update and document information using Salesforce and relevant reservation systems.

• Process and analyze accounts, policies, and new product details.

• Educate owners about their membership and accurately answer their questions.

• Adhere to etiquette and format standards for consistent communication and brand representation.

• Identify and report recurring customer service issues and trends.

• Manage all incoming contact types for Owner Services and conduct necessary outbound calls.

• Maintain product knowledge through ongoing or refresher training sessions.

• Complete mandatory company training and compliance courses.

• Follow company standards, policies, and procedures.

• Fulfill reasonable management requests in support of departmental objectives.

⛳️ Requirements

• Minimum of 6 months experience with HGV Club.

• 1 year of professional customer service experience.

• Successfully complete and pass all assessment tests.

• Exhibit exceptional written and verbal communication skills.

• Ability to multitask effectively in a fast-paced environment.

• Strong passion for delivering exceptional customer service.

• Diligent, self-motivated, and skilled in problem-solving.

• Capable of processing and analyzing information swiftly.

• Proficient in resolving complex issues using available resources.

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

• 1+ years of professional experience in a Hilton Grand Vacations Contact Center (preferred).

• Excellent typing skills - words per minute (preferred).

• Strong computer literacy, including navigation of internet browsers, Outlook, Word, and Excel (preferred).

• Effectively apply contact center technology to serve members (preferred).

🏝️ Benefits

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

• Paid Time Off (PTO) for rest, relaxation, or recuperation.

• Automatic enrollment in the HGV Retirement Savings Plan for all new Team Members.

• Go Hilton Team Member Travel Program: enjoy up to 30 nights per year at the employee rate.

• 50% discount at participating hotel-operated restaurants.

• Employee Stock Purchase Plan: eligible team members can purchase HGV common stock at a discounted rate.

• Daily Pay Option*