Specialist Club Global Support

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

📋 Description

• Respond to incoming contacts and chats from Team Members in a global multi-channel contact center.

• Take over escalated calls from team members when necessary.

• Assist Team Members in helping Owners, Club Members, and guests with reservations, program education, maintenance fees, loans, website troubleshooting, and various other requests.

• Provide daily assistance, guidance, and communication to team members to achieve ASA and Service Level objectives.

• Support club counselors and specialist staff with inquiries, escalated calls, and guidance.

• Help administer internal and external help lines that support sales and resort operations personnel.

• Respond to customer service calls requiring intervention and adhere to established compensation guidelines.

• Collaborate with Resolution Specialists on more complex challenges when required.

• Assist with outbound programs and special projects during peak and off-peak times.

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

• Provide inbound customer support during periods of high demand or low staffing.

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

• Complete all mandatory company training and compliance courses.

• Follow company standards, policies, and procedures.

• Perform other related duties as assigned.

⛳️ Requirements

• Over 1 year of professional customer service experience.

• At least 1 year of experience with The Club legacy products.

• Friendly and enthusiastic attitude with a positive outlook.

• Commitment to delivering positive experiences for Owners and Members.

• Detail-oriented, self-driven, and a proactive problem solver.

• Proficiency in verbal English is required.

• Intermediate computer skills and literacy.

• Ability to talk and type at the same time.

• Willingness to work nights, weekends, and/or major holidays depending on business needs.

• Over 2 years of professional experience in call center customer service is preferred.

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

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

🏝️ Benefits

• No specific benefits or compensation extras stated in the posting.