Senior Membership Advisor in Surfers' Call Center at Marriott Vacations Worldwide Call Center

Date Posted: 8/6/2019

Job Snapshot

Job Description

The Senior Membership Advisor will be responsible for servicing inbound member calls from our exclusive Marriott Vacations Club Member base. This position will complete reservations and encourage member retention through value-added delivery. This position also requires taking ownership of escalated issues and works on achieving satisfactory resolutions. Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Anticipate and address owners'/guests' needs; thank owners/guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette.

This description reflects management's assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned.

CANDIDATE PROFILE

Preferred Education and Experience

  • High school completion or equivalent
  • Preferred Minimum Diploma
  • Related work experience -- 1 year minimum

Required Qualifications

  • Proficiency in reading and writing English (additional language required for certain positions)

Willing To:

  • Work in contact with the general public using strong communication and customer service skills
  • Demonstrate openness to adapt to different cultural contexts based on location
  • Must be willing to be flexible across shifts as required by business needs

Others:

  • Consistently strong survey and monitor scores
  • Team player with proven leadership qualities & a desire to help others.
  • Must be willing to work on weekends and Public Holidays as scheduled
  • Willing to work on rotating shift

JOB SPECIFIC TASKS

Member Services

  • Optimize booking opportunities and promote customer retention and loyalty.
  • Modify members' particulars in systems
  • To work with NOA team for membership transfer
  • Handle in-bound calls within stipulated service levels and assist in customers enquiries
  • Assist customers in vacation planning and worldwide hotels reservations through the systems
  • Works cross functionally with other departments to ensure business needs are addressed and customer satisfaction achieved.
  • Takes responsibility for call logs and documentation into the systems.
  • Assist customers who purchased different products from Marriott Vacation Club, i.e. Asia Pacific Points (Singapore Club), MVCD Exchange Program Australia (Australia Club), Marriott Vacation Club Destination (MVCD), legacy weeks & any new product which may launch in the future.
  • Ad-hoc tasks such as Auditing reports, Web Booking etc.
  • Assist in other ad hoc such as organizing team activity/birthday celebration/ farewell/team bonding/join company committee to promote teamwork and create awareness for growth and opportunity
  • To generate upgrade and referral leads
  • Handle Escalation line and assist in resolving customer care issues in applicable language or as assigned by a Team Leader/Manager and initiate Service Recovery.
  • Handle Service Support & Property Support lines by providing assistance to coworkers and attend to Sales team inquiries.
  • Answer emails with accuracy, clarity and simplicity in a customer friendly as well as professional manner.
  • Meet up with members for one on one program education (by appointment only/walk-in) on an ad-hoc basis
  • Book First Day Benefits & Book Reservation using Club Points in Club Resorts, Explorer Collection and other usage options for Member
  • Send acknowledgement confirmation to members after every request, when necessary.
  • Post-Stay follow-up -- to follow up based on customers comments in the Member Satisfaction Survey (MSS/OSS)
  • Assist with periodic unassigned call/bi-weekly introductory call/Periodic call to update List from bounce back report
  • To strive to become an independent associate, able to analyze problems and to formulate plans to overcome challenges to get work done with a high degree of quality.
  • To make sound logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand.
  • To understand the center as a business and the requirements of the operation to maintain the service and the quality levels that Marriott Customer Services has set for itself.
  • Every associate is empowered to resolve a customer's problem and to prevent repeat occurrence. Associates are empowered to spare the customer any inconvenience.

Maintenance Fees and Loans

  • Assist in collection of payment
  • Answer questions regarding fee amounts, payment history and other billing questions.
  • Identify problems, research missing payments, and send request to other departments as needed to fulfill customer needs.

Vacation Planning

  • Verify all reservation information with Members to ensure accuracy.
  • Check availability of owner occupy reservations, including finding alternative dates if first choice is not available.
  • Obtain satisfactory alternative accommodations for owners with reservations when the reserved property cannot accommodate them.
  • Identify owner reservation needs by asking open-ended questions to obtain all necessary information.
  • Process all reservation requests, changes, and cancellations received by phone, fax, mail, internet request or in person.
  • Explain guarantee and cancellation policies to Members.
  • Answer owner questions about property facilities/services (e.g., hours of operation, rates and room types, property amenities and services).
  • Input and access data in reservation system by entering correct information into proper fields.
  • Assist Members with additional vacation ownership usage options, such as deposit with Interval International, trading for Marriott Rewards points, and Marriott list-for-rent program.

Policies and Procedures

  • Follow company and department policies and procedures.
  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Perform other reasonable job duties as requested

Communication

  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Talk with and listen to other employees to effectively exchange information.
  • • Provide assistance to coworkers, ensuring they understand their tasks.

Work with Others

  • To respond sensitively to the needs and the feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport.
  • Be a 'buddy' for new hires and support Junior Membership Advisor (a resource / mentor for advisors and occasionally monitor calls of their buddy
  • Work closely with Team Leader/Manager/Customer Relations and be able to support the team/company/product in general base on business needs
  • Occasionally supervise the shift when a Team Leader/Manager is unavailable.

Quality Assurance/Quality Improvement

  • Identify and suggest projects that will lead to quality improvement or corrective action plans based on observed issues

COMP COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS

  • Analytical Skills

  • Interpersonal Skills
  • Excellence Customer Care skills/Interpersonal Skills
  • Teamwork
  • Customer Service Orientation/Attentiveness
  • Confidentiality
  • Emotional Control
  • Stress Tolerance
  • Teamwork
  • Share knowledge
  • Departmental Goal Oriented
  • Communications
  • Telephone Etiquette Skills
  • Applied Reading and Proofreading skills
  • English Language Proficiency
  • Good written and verbal communication skills
  • Ability to explain complex ideas clearly and concisely in writing
  • Business letter writing skill
  • Persuasion skills
  • Negotiation
  • Personal Attributes
  • Positive Demeanor
  • Dependability
  • Integrity
  • Mature and Professional Attitude
  • Independent
  • Collaborate and open with resolution
  • Competitiveness
  • Creativity/ Innovativeness
  • Give suggestion
  • Independence/ ability to work unsupervised
  
  • Organization
  • Multi-Tasking
  • Time Management
  • Planning and Organizing
  • Decision Making skills
  • Consistency
  • Problem Solving
  • Support TL/Manager
  • Willing to learn/ self-development

  • Computer Skills
  • Computer and word processing skills,
  • Highly proficient in Microsoft Word, Excel, PowerPoint and Outlook
  • Experience with travel related system (Marsha, TimeshareWare)

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.