Job Description

As a Customer Service Representative in our Owner Call Center, you’ll be the voice of Westgate Resorts for our Owners, assisting them with questions, researching their accounts, and ensuring each interaction meets our 5-Star service standard.

This is not a sales role. You’ll focus on resolving inquiries with empathy, accuracy, and efficiency — helping Owners understand their accounts, make payments, and access the vacation experiences they love.

What you'll do as a Customer Service Representative:

• Handle 30–50 inbound calls per day from Owners with questions about payments, usage, rates, and agreements.

• Research and resolve issues accurately using internal systems

• Provide clear, professional communication and deliver excellent service on every call.

• Transfer reservation-related inquiries to the appropriate department.

• Maintain productivity and accuracy standards during peak and standard call volumes.

• Document all interactions clearly and efficiently within system notes.

Qualifications

• High school diploma or general education (GED) required
• 3+ years of call center, hospitality, sales, collections, or front-desk experience preferred
• Excellent communication, listening, and multitasking skills
• Demonstrated problem-solving ability and attention to detail
• Typing speed: minimum 35 WPM preferred
• Proficiency in Microsoft Office, Teams, and CRM or call-tracking systems
• Positive attitude, strong work ethic, and passion for customer satisfaction
• Must successfully pass a background check and drug screening
• Bilingual (English/Spanish) preferred

Additional Information

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. __ All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.