External- Hotel Exchange Support Advisor
Department: Travel Services
Status: Non-Exempt
Grade:
Reports to: Cruise Supervisor
This position is responsible for receiving and responding to all correspondence received via phone and e-mail, from members and non-members, as well as providing technical assistance to consumers using Interval’s website to obtain information or conduct Hotel consumer transaction. Work with multiple Travel industry platforms.
Duties and Responsibilities
- Consults with appropriate departments or individuals for problem resolution.
- Resolves customer service issues at a supervisor authority level.
- Performs transactions in the Timeshare dedicated software.
- Provides information for Supervisor’s questions related to all of Interval’s websites.
- Acts as a liaison between the consumer and internal departments that interact with the Hotel program.
- Deliver service and support to end-users via the phone
- Interact with customers to provide and process information in response to different hotel programs.
- Research required information using available resources, and related systems
- Follow standard processes and procedures, T&C and Q&A
- Identify and escalate priority issues
- Accurately process and record call transactions using a computer and designated tracking software
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
- Organize ideas and communicate verbal messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers where necessary
- Training offered to stay current with system information, changes and updates
- Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
- Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
- Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
- Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
- Performs other related duties as required
Knowledge, Abilities, and Skills- Hotel industry experience
- Training for Timeshare Exchange and call center sales
- Must be able to communicate effectively both in writing and orally.
- Must be able to set priorities, manage time, and meet deadlines.
- Must be detail oriented and possess excellent organizational skills.
- Must possess excellent customer service skills.
- Must possess the ability to create accurate, error-free work.
- Must be able to work shifts and weekends.
- Proper phone etiquette
- Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
Physical Requirements
- Sitting, speaking on the telephone, looking at the PC monitor, and typing for extended periods of time.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
