Customer Experience Specialist — Escalations & Retention

MAJC; Orlando (FL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Unlimited Income Potential

Paid training

Career Growth

Benefits package

Job summary

Hilton Grand Vacations in Orlando, FL is seeking a Customer Experience Representative to handle escalated guest concerns by phone, email or chat. This in-office role requires strong communication and a customer-first mindset to resolve issues and retain guests.

Schedule is Mon-Fri, 12:30pm-9pm with weekend availability as needed. The position offers uncapped commissions, paid training and a comprehensive benefits package.

Qualifications

• High school diploma or equivalent (GED).
• 6 months of sales or customer service experience.
• Must be able to multi-task and work in a fast-paced environment, handling multiple systems and projects simultaneously, and must be proficient with computers.
• Friendly, helpful, patient and professional, even in challenging scenarios.
• Strong written, verbal and interpersonal communication skills and exemplary follow-up skills.
• Excellent conflict resolution and negotiation skills.
• Ability to be flexible with work schedule, including overtime, weekends and holidays.

Responsibilities

• Handle guest concerns before, during and after a vacation is purchased and/or used.
• Deliver prompt and professional solutions for customer inquiries via direct contact, phone, email and online chat.
• Responds to customer inquiries/concerns by understanding inquiry; reviewing previous inquiries and responses; interact with contracted vendors, hotel/resort staff, etc. to gather and research information; assembling information; verifying customer’s understanding of information and implementing a prompt solution
• Records customer inquiries by documenting the issue and response in customer accounts. Report all resolutions for internal record keeping
• Improves quality of service by recommending improved processes and training opportunities
• Provide complete resolution to escalated guest concerns from a variety of channels including but not limited to the Better Business Bureau, Attorney General, Bluegreen surveys, internal and external executives, or other legal entities.
• Have a thorough understanding, and keep up with changes to systems, vacation offers, promotions, destinations, participation details and policy changes

Skills

Customer service

Sales

Communication skills

Active listening

Conflict resolution

Negotiation

Multi-tasking

Computer proficiency

Education

High school diploma or equivalent (GED)

Job description

Hilton Grand Vacations in Orlando, FL is seeking a Customer Experience Representative to handle escalated guest concerns by phone, email or chat. This in-office role requires strong communication and a customer-first mindset to resolve issues and retain guests.

Schedule is Mon-Fri, 12:30pm-9pm with weekend availability as needed. The position offers uncapped commissions, paid training and a comprehensive benefits package.