Vacation Advisor in ILG Intl HDQ Kendall FL at Marriott Vacations Worldwide Call Center

Date Posted: 1/8/2020

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.

Nature of Work

This position is responsible for answering incoming service calls, servicing the members to meet organizational objectives and offer quality customer service. Proficient in sales in order to meet departmental revenue goals.  Educates and guide members on how to effectively utilize their membership and services provided by Interval International exchange department.  This position also provides assistance to members using Interval’s websites to obtain information or conduct transactions



Responsibilities

  • Educates members on our service to help maximize their benefits.
  • Answers members’ inquiries correctly.
  • Maintain an in-depth knowledge of all products offered by Interval

International.

  • Documents and update all contacts: phones, e-mails, address etc. to supplement the database used as reference for member services.
  • Achieves departmental sales goals, such as membership products, confirmations, insurance, getaways and any other services.  Maintain a minimum monitoring overall score of 90% and maintain daily staffing and adherence goals.
  • Places pending requests, update and modify existing requests, process deposits as well as other transactions necessary to accomplish member satisfaction.
  • Performs administrative tasks required by the department to ensure proper member serving. (Such as access WFM for schedules and shifts, Outlook for e-mails, as well as Interval’s Portal for current servicing information.) 
  • Performs any other related duties as required.


Requirements

  • Must possess a clear speaking voice and excellent telephone etiquette.
  • Must possess excellent oral communication skills.
  • Must possess excellent customer service skills.
  • Must have a strong command of the English language.
  • Must possess an understanding of departmental policies (provided by the new hire orientation) as they relate to the use of inventory.
  • Must be able to work shifts, overtime, weekends and holidays.
  • Must be computer literate and be proficient in the iServices system upon completion of the new hire training.
  • Must be able to remain calm and courteous in emotionally charged or stressful situations.

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 work station 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.