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.
Vacation Advisor –Specialist
Department: Member Services
Status: Non-Exempt
Reports To: Member Services Supervisor
Nature of Work
This position provides service to North American members and is responsible for handling both inbound and outbound calls to promote inventory, aligned with marketing campaigns, seeking to convince members to take the opportunity to travel to properties through Interval; follow up on leads and make outbound and inbound calls from marketing promotions, meet organizational objectives and offer high quality service.
Duties and Responsibilities
- Maintain updated knowledge of each resort within the group, services offered on promoted resorts, quality rating and exception variables, to properly confirm an exchange/getaway and ensure the highest level of member satisfaction.
- Work from the Predictive Dialer and/or provided manual calling lists to call members to offer the experience of traveling to a property.
- Educate and guide members on how to effectively utilize their membership benefits and exchange services.
- Offer alternatives and counsel members observing inventory restrictions and limitations, when possible, but using initiative within corporate guidelines in the interests of enhancing members’ satisfaction.
- Educates the member and answer questions on all special programs and services provided.
- Perform all necessary duties to process confirmations providing excellent customer service.
- Maintain a minimum monitoring score of 90% by following monitoring guidelines as required.
- Meet daily/monthly goals upon assigned.
- Performs any other related duties as required.
Knowledge, Abilities, and Skills
- Must be able to communicate effectively both oral and in writing.
- Must possess excellent organizational and follow-up skills.
- Must possess excellent customer service skills.
- Must possess sales experience.
- Must be computer literate with iServices system and Microsoft Suite (Excel, Word, Outlook, Teams).
- Upon the completion of training, must be able to successfully navigate all functions of the Predictive Dialer.
- Must be able to work shifts, overtime, weekends, and holidays.
- The initial work schedule is Tuesday-Saturday in shifts between 10am to 8pm (ET).
Physical Requirements
Employees in this position will sit for extended periods of time speaking on the phone and working on the PC. The employee can also periodically stand at their workstation utilizing an extended cord headset. 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.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
