Customer Service Advisor in ILG Intl Mexico City MEX at Marriott Vacations Worldwide Call Center

Date Posted: 3/5/2021

Job Snapshot

Job Description

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.

Customer Service Advisor

Department:  Customer Service

Status:             Non-Exempt

Reports To:   Customer Service Supervisor

Nature of Work

This position independently addresses member problems through investigation and tracking of individual incidents as they were handled by the respective departments in our company, while following policies and procedures. Negotiates mutually agreeable resolutions with our members while still maintaining the highest levels of member satisfaction with the least cost impact to Interval International. This position also provides technical assistance to members and non-members using Interval’s websites and applications to obtain information or conduct getaway or exchange transactions.

Duties and Responsibilities

Handles inbound telephone calls from members. Answers questions, independently resolves problems related to any service Interval International provides.

Resolves customer service issues at a supervisor authority level.

Analyzes problems giving careful attention to cost implications of compensation and reach independent decisions for resolutions.

Maintain an in-depth knowledge of all products offered by Interval to be able to explain product benefits to customers in ways that address their problems.

Consults with appropriate departments or individuals for problem resolution.

Performs follow up and resolution of member problems referred to Customer Service from other department i.e., Accounting, Exchange, Vacation Assistance, Resort Assistance, Travel, Legal, Cruise and our International Offices.

Assists Owner Services managers from resort groups such as Marriott by responding to their owner’s concerns, updating deposits and memberships, name changes, adding weeks, accounting follow ups and complaints.

Provides technical assistance to members and non-members using any of Interval’s websites and applications.

Provides information for all intervalworld (web page) questions.

Responsible in conveying to Leads/Supervisor need to open help desk tickets for any system or phone issues that need Telecommunication or IT support.

Create/update/close CTS as warranted.

Create/update/close CSR waitlists and Relocation waitlist as warranted.

Performs other related duties as required.

Knowledge, Abilities and Skills

Must have a minimum of one-year exchange experience.

Must be computer literate and possess knowledge of AS400, I-Services and Internet.

Must be able to communication effectively both orally and in writing.

Must possess excellent customer service and problem-solving skills.

Must be detail oriented and possess excellent organizational skills.

Must be able to remain calm and courteous in emotionally charged or stressful situations.

Must be able to set priorities, manage time and meet deadlines.

Must posses the ability to create accurate, error-free work.

Must be able to work shifts and weekends.

Issues compensation as needed and records in membership.

Must service Marriott, Skill 19 and DRI calls.

Performs other related duties as required.

Physical Requirements

Sitting, speaking on the telephone, looking at the PC monitor and typing for extended periods of time.

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