Job Description

GO PUT THE WORLD ON VACATION

At Wyndham Destinations our goal is simple: to put the world on vacation. Our award-winning team of nearly 15,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the timeshare industry by doing things never done before. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business.

PRIMARY OBJECTIVE OF THE ROLE  

To actively contribute to the company vision by providing an exceptional service to members; through the delivery of accommodation reservations, confirming exchanges, subscriptions and renewals and meeting service expectations. PRIMARY RESPONSIBILITIES

• Professionally  and  effectively service  all  members  with  the  highest  regard  for  top quality member  service during all correspondence via phone calls inbound/outbound, emails and web inquiries.

• Responsible for completion of administrative tasks Assigned daily through EMS including but not limited to Member Tasks, Web Requests and General inquiries.

• Instill protocol for matching vacation requests to member requests through Match Process in EMS

• Respond to inbound customer inquiries with confidence and enthusiasm leading to a positive resolution.

• Follow Call Handling guidelines and expectations pertaining to Handling time, Answering time and schedule adherence.

• Conduct assigned outgoing calls from various scripts including but not limited to Welcome Calls, Credits to Expire, Gold Advantage Renewals, Ownership and inactivity, Deposit Promos  and actively manage a member’s account accurately and effectively.

• Maximize conversion of incoming calls into confirmed bookings by pro-actively offering the most appropriate vacation solution.

• Sell/promote additional 7Across travel-related products/services (e.g. current promotions and renewals) to generate corporate revenue.

• Utilize effective listening and customer service skills to identify member needs and/or problems and travel expectations and provide problem solving for members when required.  

• Educate members on the value of their membership and the most effective use of the exchange process. 

• Process member account transactions by entering accurate data into the exchange system to record current member contacts and accounts activity.

• Provide professional and compliant advice to customer inquiries.

• Work both individually and as part of the Member Services team towards achieving weekly and /or monthly targets.

• Maintain the appropriate administration relating to accommodation inquiries.

• Assist affiliated resorts with arrival information and facilitating guest inquiries.

• Take responsibility for the accuracy of members’ reservations activity and responsibility for the collection of monies due and refunds.

• Respond to all forms of written member correspondence in a prompt and professional manner.

• Actively participating in group meetings and trainings.

• Participate in cross-training to assist in other departmental roles including but not limited to inventory allocations, sales and exchanges.

• Comply with all 7Across Policies and Procedures, as amended from time to time.

• Responsible for contributing to a safe, healthy and secure working environment, free from harassment, bullying and discrimination.

• Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivery on the promise.

• Perform all other reasonable duties as required and/or assigned.

KEY POSITION CRITERIA

SKILLS / QUALIFICATIONS

• Bi-Lingual Spanish preferred

• Proven delivery of outstanding customer service and display willingness to go ‘above and beyond’ for colleagues and members.

• Evidence of high level communication skills in all aspects.

• Displays enthusiasm to maximise reservations and ability to identify the opportunity to offer additional products.

• Demonstrated experience in efficiently using travel or accommodation reservation systems.

• Ability to gain thorough product knowledge on all 7Across affiliated resorts and hotels.

• Ability to prioritize workload and manage your time to achieve expected high level of productivity.

• Intermediate knowledge of Microsoft Office programs.

• Displays a positive demeanor and ability to work under pressure.

• Experience working in an inbound call center.

• Timeshare knowledge and sales experience would be an advantage.

_This Position Description is intended to describe the general content of and requirements for the performance of this position.  It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. _

A WORLD OF INCLUSION

Hospitality is at the heart of all we do at Wyndham Destinations, including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.