Specialist, Club & Owner Resolution

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

📋 Description

• Address escalated challenges and concerns from owners and Club Members that necessitate extensive research or collaboration with other departments, partners, or vendors.

• Manage escalated issues and cancellation requests arising from customer calls, letters, BBB complaints, executive escalations, and takeovers by Member Specialists.

• Evaluate cancellation requests and strive to reengage members prior to referring them to Transitions or Portfolio Services.

• Assess resale requests from owners with less than one year of ownership and work on program-related reengagement.

• Utilize critical thinking to propose resolutions in accordance with company guidelines.

• Review recorded calls and ownership documents for thorough research.

• Record resolutions and compensation in the system of record and Salesforce.

• Respond to inquiries on Club Connection/helpline supporting Sales and resort operations.

• Handle Supervisor Takeover calls as needed by members.

• Employ empowerment tools and compensation options for effective decision-making and issue resolution.

• De-escalate emotionally charged customer communications with empathy and compassion.

• Resolve challenges related to resort relocation and overbooking.

• Support disaster recovery initiatives, including those for hurricanes or fires.

• Create and manage cases using Salesforce.

• Foster positive customer relationships.

• Maintain a high level of expertise regarding Hilton Grand Vacations Club policies.

• Investigate customer account history, including purchase/contact history, payment history, reservations activity, and club points usage.

• Complete all required company training and compliance courses.

• Follow company standards, policies, and procedures.

• Perform additional related duties and special projects as assigned.

⛳️ Requirements

• High school diploma or equivalent.

• Proficiency in VOICE and Clarity is essential.

• Excellent verbal and written communication abilities.

• Experience in handling email communications with Club Members.

• Capability to de-escalate challenging owner issues and situations.

• Strong ability to communicate effectively, influence owners, and achieve results.

• Demonstrated determination, time management, organization, and a focus on continuous improvement.

• Lead by example, taking active ownership and accountability.

• Professional qualifications and leadership skills are required.

• Ability to identify high escalations and respond with urgency.

• Self-motivated and self-sufficient; adept at utilizing available resources.

• Flexibility to work varying scheduled hours based on business demands.

• Maintain a high level of professionalism.

• Knowledge of Salesforce Management is preferred.

• Bilingual proficiency in English/Spanish or English/Portuguese is a plus, but not mandatory.

• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook.

• A minimum of 6 months of experience within Club is preferred.

🏝️ Benefits

• An inclusive culture that fosters belonging.

• Recognition, rewards, and support for achievements.

• Reasonable accommodations for individuals with disabilities.

• Commitment to equal opportunity employment.