Global Support Specialist

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Handle incoming communications and chats from Team Members within a global omni-channel contact center.

• Manage escalated calls from team members as required.

• Aid Team Members in assisting Owners/Club Members and guests with reservations, educational programs, maintenance fees, loans, website issues, and other inquiries.

• Offer daily support, guidance, and communication to team members to meet ASA and Service Level objectives.

• Support club counselors and specialist staff by answering questions, managing escalated calls, and providing assistance and guidance.

• Assist with internal and external help lines that support sales and resort operations personnel.

• Address customer service calls that need intervention and collaborate with Resolution Specialists on more complex issues.

• Contribute to outbound programs and special initiatives during peak and off-peak times.

• Engage with both internal and third-party team members to ensure outstanding customer experiences.

• Provide inbound customer support during high-demand periods or when staffing is low.

• Achieve or surpass performance metrics, KPIs, and departmental objectives.

• Complete all mandatory company training and compliance courses.

• Comply with company standards, policies, and procedures.

⛳️ Requirements

• Over 1 year of professional customer service experience.

• At least 6 months of experience with HGV Club legacy products.

• Friendly and upbeat attitude with a positive mindset.

• Commitment to delivering excellent experiences for Owners and Members.

• Detail-oriented, self-driven, and adept at problem-solving.

• Proficient verbal communication skills in English are essential.

• Intermediate level of computer literacy and skills.

• Capability to converse and type concurrently.

• Willingness to work nights, weekends, and/or major holidays.

• Preferred: Over 2 years of professional experience in call center customer service.

• Preferred: Background in timeshare, travel, call center, or hotel front desk operations.

• Preferred: Proficient in Microsoft Office applications including Outlook, Word, and Excel.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching contributions.

• Paid time off and holiday benefits.

• Opportunities for professional development and career advancement.

• Employee discounts on resort services and accommodations.