Service Support Councelor in Cork Regional Office at Marriott Vacations Worldwide Call Center

Date Posted: 10/8/2018

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.

Please note this is a specified purpose contract.

OVERALL RESPONSIBILITIES:

  • To serve as a resource to the MVC Holiday Planning Counselors, Communications & Customer Relations Representatives, New Owner Resource Advisors and MGRC Member Services. To resolve escalated customer issues received through escalated calls and emails, FIN Issues, (Fix It Now), Owner Survey Response, letters to management, and other departments.

  • To work with management to establish realistic and challenging service standards and goals and to identify any trends of errors or training needs for the associates.

  • To use Standard Operating Procedures of the Marriott Vacation Club, and any Local Standard Operating Procedures as a guide to the standards and practices which are to be followed by all associates in this department so that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be ensured.

  • To understand and support the Marriott Vacation Club Vision "To be the preferred provider of vacation ownership and personalized vacation experiences." To contribute to the success of the vision by being a source of influence to the vision and MVC.

  • To maintain a tradition and attitude of having the desire to provide excellent service to all customers and associates in the center which will, in turn, support their efforts to provide excellent service to customers and to other associates of the operation. To respond sensitively to the needs and feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport. To demonstrate a positive attitude in carrying out duties

  • To train and to instruct other members of the department and the operation by passing along skills and information to assist them in their development and advancement. Ensue that such information is documented in mySource or other systems as appropriate. To provide feedback to associates and managers for development, training and process improvement needs.

  • To strive to become an independent associate, able to analyze problems and to formulate plans to overcome challenges. To get work done quickly with a high degree of quality. To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem solving tools that are available through the Total Quality process.

  • To help create an ongoing effort to improve the whole Customer Service (CS)Department and the Customer Vacation Services-Service Support through personal action and by contributing ideas to support the improvement effort.

  • To understand the CS Dept as a business and to be familiar with any profit objectives and the relationship between this departments budget and budgetary goals of the CS Dept.

  • As the Service Support Counsellor it is your responsibility that in the absence of the associate's manager and/or a team lead you need to ensure the following:

  • MVC policies and procedures are adhered to by all other associates.
  • The operation runs in an effective and efficient manner
  • To advise the relevant manager of any issues that occurred in their absence.

WORKING RELATIONSHIPS:

Reports to: AM Service recovery

Manages: N/A

Interfaces with: Associates within OS, FS, IPSM, S&M, New Owner Administration, Customer Experience, IR, HR, F&A, MVC associates.

ESSENTIAL JOB FUNCTIONS:

  • To answer incoming questions from MVC Holiday Planning Counselors, New Owner Resource Advisors and Member Services in a courteous and efficient manner and to assist them in locating the correct answers through the use of systems or enquiries.

  • To handle and resolve all escalated customer issues. To make decisions and choose appropriate courses of actions based on established parameters of empowerment that are win/win for owners and MVC alike. To communicate with Owners and associates alike as necessary to resolve these customer issues.

  • To be able to meet strict deadlines.

  • To perform account maintenance on specialized customer accounts.

  • To participate in assigned individual and team projects.

  • To also serve as otherwise directed or needed, to help maintain the effective and efficient operation of the MVC CVS.

  • To handle all inbound servicing calls and emails for the Asia Pacific Club.

  • To handle all inbound calls and emails for Sales and Marketing

MARGINAL JOB FUNCTIONS:

  • Assist staff with, MVC initiatives, new programs, and changes in processes/policies.

  • Perform special projects as directed or assigned by other department Management.

OTHER:

  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Perform other related tasks as assigned by management.
  • Comply with MVW policies and procedures.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
  • Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
  • Maintain computer systems knowledge (Microsoft XP, E-Mail, Marsha/Pure, Seibel, Universe, MortagegServ, CMS, PSAR, iServices, CRIS, TSW, etc)
  • Produce and present reports and presentations as required within the responsibilities of the role
  • Work with all MVC colleagues as a team


 

 

 

 

JOB QUALIFICATIONS:

  • Strong and experienced background in customer service,
  • Strong knowledge of personal computer programs/applications.
  • Outstanding interpersonal skills.
  • Solid written/verbal communication skills
  • Effective organizational skills

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

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