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Club Counselor CSR
2 months ago
At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.
POSITION DESCRIPTION:
This position will be responsible for serving as the primary contact for all Orange Lake Owners and Holiday Inn Club Members. Responsibilities include answering incoming calls, facilitating sophisticated product knowledge options involving, but not limited to, booking of multiple sites and partner products. Additional responsibilities include making outbound calls to new members, pre-arrivals, member dues, and other ad hoc outcalls as well as call handling related to ownership, Holiday Inn Club membership, maintenance fees, mortgage, reservations exchange, etc. The outcall portion should not exceed five weeks out of the year constituting less than 10% of the overall job.
ESSENTIAL DUTIES AND TASKS:
- Answer incoming calls, facilitating sophisticated product knowledge options involving, but not limited to, booking of multiple sites and partner products.
- Provide excellent Owner/Customer service as it pertains to ownership, membership, maintenance fees, mortgage, reservations exchange, etc.
- Reservation inquiries and bookings for members and owners
EDUCATION and/or EXPERIENCE:
- High school diploma or GED equivalent or an equivalent combination of training, education, and experience.
- Previous reservation and customer service experience in a call center or resort environment preferred.
- Able to work evening shifts, holidays, and weekends.
QUALIFICATIONS:
- Continuous computer use
- Continuous phone use
- Ability to multi-task, prioritize and manage time effectively.
- Strong interpersonal skills
- Strong attention to detail
- Ability to adapt in fast paced work environment.
SUPERVISORY RESPONSIBILITIES:
- This position does not require supervisory responsibilities. General supervision is received for this position. Routine duties are performed with minimal supervision
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
