Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.
Advisor Travel Customer Service External
Department: Cruise
Status: Non-Exempt
Grade:
Reports To: Cruise Supervisor
This position independently addresses member concerns through detailed research and tracking of individual incidents, as they were handled by the perspective departments in our company, in alignment with policies and procedures. Negotiates mutually agreeable resolutions with our members while still maintaining the highest levels of members satisfaction, with the least cost impact to company. This position also provides technical assistance to members using internal technology and vendors’ portals to obtain information and resolutions.
Duties and Responsibilities
- Responsible for answering all phone calls from members already booked into any of our travel programs
- Handles travel customer service request from emails and written communication from members
- Handles travel customer service request and follow up on resolution of member problems referred by other department on a global level at Interval.
- Provide excellent customer service as well as educated members on our services to help maximize their benefits.
- Answer members inquires and/or educates members, politely and correctly on resolution
- Analyzes problems giving careful attention to cost implications or compensation and strives to reach independent decisions for resolutions, that fall within the scope of his/her responsibility.
- Maintain an in-depth knowledge of all products offered by Interval using both internal and external training tools.
- Consult with appropriate departments or individuals for problem resolution
- Ensures to disclose vendors’ terms and conditions prior to completing travel arrangements.
- Responsible for meeting all other department daily statistical requirements, such as Adherence, call handling, talk time, monitoring, etc.
- Back up support for handling and inbound booking request
- Interacts with vendors or third-party partners in a friendly and professional manner using the phone, email and/or portals.
- Perform other related duties as required by management.
Knowledge, Ability and Skills
- Must have experience with travel related products, i.e., cruises, tours, air, card and hotels.
- Must have outstanding work ethics, passion for service, positive attitude and willingness to go that extra mile to ensure member satisfaction.
- Must have excellent customer service skills and phone etiquette.
- Must have initiative and exceptional follow-up skills.
- Must be able to work variable shifts, weekends and Holidays in a call center environment
Physical Requirements
Employees in this position will sit for extended periods of time speaking on the phone and working on the PC*. Data entry is not constant as the information is obtained from members over the phone throughout the conversation and is inputted by alternating between the keyboard and the mouse. Employee also responds to member questions by switching between screens for the information.
*Company requirements is that an employee be on the phone a minimum of 6.5 hours per day. Employees receive a half hours lunch and when possible two fifteen-minute breaks per day.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
