CMS Support Supervisor

2 weeks ago

Las Vegas, United States Hilton Grand Vacations Full time
Job Description

As a CMS Support Supervisor, you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards: The CMS Support Supervisor will perform and oversee a variety of technical and analytical support, tasks, and duties to assist the day-to-day activities of the Marketing Departments. CMS Support Supervisor is responsible for supporting all marketing departments with daily functions such as computer troubleshooting, campaign setup/config/monitoring, booking dated packages, maintaining agents’ connectivity with the system, troubleshooting VDI Citrix issues, research tasks, and ensuring open lines of communication with all department leaders as well as protecting customer and company confidential information. Support strives to always provide the highest quality of service to our internal customers at the call center

Essential Functions
  • Perform, train, and supervise the other CMS Support staff on the following including but not limited to:
  • Run ad hoc reports as needed for all sales departments.
  • Be present on the floor at the beginning of the shift to make sure all agents receive calls and troubleshoot and repair agents’ computers when they are having issues (frozen up, getting on the computer, icons deleted, etc.)
  • Log into phone queue for support.
  • Run SQL queries to complete manual dials, retrieve guest information from the database, and research issues on the floor.
  • Ensure supervisors have the necessary tools to complete their daily tasks. Also ensure they are trained on the tools.
  • Close all tickets each shift.
  • Book dated packages and tours and check the status of various leads to see if they have been charged.
  • Provide audio recordings to managers and assist with training new users to pull recordings as necessary.
  • Ensure all sales departments can always receive or initiate calls through the system.
  • Various research projects.
  • Troubleshoot any audio and or connectivity issues with work-from-home agents.
Supportive Functions
  • Perform any other reasonable request made by management.
  • On time for all shifts, especially AM and Saturday shifts due to opening procedures required
  • Flexible work schedule- Shifts could include days, nights, weekends, and over-nights as requested
  • Extreme attention to detail since small mistakes may have a large impact on guests and business
  • Effective and patient attitude when providing service and assistance to our internal customers
Supervisor Functions
  • Communicate the status of issues to call center leaders
  • On-call and after-hours support for escalation
  • Add/Remove licenses.
  • Audit Licenses.
  • Configuration changes to campaigns
  • Apply SOE filters.
  • Run power mode for owner programs.
  • Send out plus upload org charts.
  • Monthly/weekly meeting planning.
Qualifications

What Are We Looking For?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members To fulfill this role optimally, you will have the following minimum qualifications and experience:

  • High School Diploma or GED
  • 1-3 years related experience
  • Strong interpersonal communication skills with high level of management and client contact
  • Must be able to handle multiple projects
  • 1-3 years Citrix knowledge preferred
Why Do Team Members Like Working For Us:
  • Day one benefits
  • Recognition Programs and Rewards
  • Discounted Hilton hotel rates worldwide
  • 401(k) program with company match
  • Employee stock purchase program
  • Tuition reimbursement program
  • Numerous learning and advancement opportunities.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

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