Contact Center Administration Agent

Holiday Inn Club Vacations; Orlando (FL); On-site; USD 38,000 - 52,000; Full time

Job summary

Holiday Inn Club Vacations is seeking an Admin Agent to support the Marketing Call Center with reports, data accuracy, and guest communications. You will monitor queues, update guest records, and handle admin inboxes while partnering with various departments to ensure timely follow-up and an exceptional guest experience.

Responsibilities include outbound outreach for no-shows, delinquent Latitudes contracts, and guest relocations or reservation changes.

Qualifications

• Minimum two years of call center, administrative support, or customer service experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational, analytical, and time-management skills.
• Ability to prioritize multiple tasks while meeting deadlines.
• Ability to research, interpret, and resolve complex issues using multiple systems.
• Proficient in Microsoft Office applications, including Excel and Outlook.
• Experience navigating multiple systems simultaneously while maintaining accuracy.
• Strong attention to detail and ability to maintain confidential information.

Responsibilities

• Monitor and complete assigned operational reports and work queues within established service levels.
• Review, update, and maintain guest records across multiple systems to ensure data accuracy.
• Manage assigned administrative inboxes and process requests received from internal departments.
• Research and resolve reservations, ownership, and account discrepancies.
• Prepare reports, perform data validation, and assist with auditing activities.
• Provide administrative support for Marketing Operations, Reservations, and Compliance initiatives.
• Contact guests who have no-showed their scheduled tours to provide follow-up and assist with next steps.
• Contact guests who are delinquent on Latitudes contracts or ownership payments to discuss options and encourage resolution.
• Conduct outbound calls for special projects regarding hotel relocations, tour moves, or reservation changes.
• Document all guest interactions accurately in the appropriate systems.
• Assist leadership with special projects, data cleanup, testing, and process improvements.
• Collaborate with internal departments to resolve guest and operational issues.

Skills

Call center experience

Data entry

Verbal communication

Written communication

Time management

Microsoft Office

Education

High School Diploma

GED equivalent

Tools

Excel

Outlook

Job description

The Admin Agent is responsible for providing administrative support to the Marketing Call Center by managing operational reports, monitoring work queues, maintaining accurate data, and completing assigned administrative tasks to support business operations. The position also provides outbound guest support for specific initiatives, including contacting guests who have missed scheduled tours, guests with delinquent Latitudes contracts or ownership payments, and guests impacted by operational changes such as hotel or tour moves. The Admin Agent partners with leadership and multiple departments to ensure timely follow-up, accurate reporting, and an exceptional guest experience.

ESSENTIAL DUTIES AND TASKS

• Monitor and complete assigned operational reports and work queues within established service levels.
• Review, update, and maintain guest records across multiple systems to ensure data accuracy.
• Manage assigned administrative inboxes and process requests received from internal departments.
• Research and resolve reservations, ownership, and account discrepancies.
• Prepare reports, perform data validation, and assist with auditing activities.
• Provide administrative support for Marketing Operations, Reservations, and Compliance initiatives.
• Contact guests who have no-showed their scheduled tours to provide follow-up and assist with next steps.
• Contact guests who are delinquent on Latitudes contracts or ownership payments to discuss available options and encourage resolution.
• Conduct outbound calls for special projects as assigned, including guest communication regarding hotel relocations, tour moves, reservation changes, and other operational initiatives.
• Document all guest interactions accurately and completely in the appropriate systems.
• Assist leadership with special projects, data cleanup efforts, testing initiatives, and process improvements.
• Collaborate with internal departments to resolve guest and operational issues in a timely manner.
• Perform additional duties as assigned.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities.

EDUCATION and/or EXPERIENCE

• High School Diploma or GED equivalent
• Higher education encouraged

QUALIFICATIONS & REQUIREMENTS

• Minimum two years of call center, administrative support, or customer service experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational, analytical, and time-management skills.
• Ability to prioritize multiple tasks while meeting deadlines.
• Ability to research, interpret, and resolve complex issues using multiple systems.
• Proficient in Microsoft Office applications, including Excel and Outlook.
• Experience navigating multiple systems simultaneously while maintaining accuracy.
• Strong attention to detail and ability to maintain confidential information.
• Timeshare, hospitality, or reservations experience preferred.
• Ability to work a flexible schedule, including evenings and weekends, based on business needs.

PHYSICAL DEMANDS

Must be able to stand, walk, sit, climb stairs, and talk for extended periods of time. Be able to lift 10 lbs.

WORKING CONDITIONS

The Administration Agent will work in a call center environment with a constant buzz of conversation created by other agents and other telemarketing departments.

WORK SCHEDULE/HOURS

The incumbent in this position spends most of the time in an air-conditioned office. Incumbent must be flexible to adapt to immediate changing situations and environments based on staff and guests needs. Or in a virtual environment where it is the team members responsibility to ensure reliable internet connection.

Shift

• 12:30pm-9:00pm Off Thursday & Friday

Education

GED or better.

High School Diploma or better.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.