Client Resolutions Coordinator(Seasonal)

3 weeks ago

Glen Burnie, United States MetaCoastal LLC Full time
MetaCoastal/Travel Advantage Network is looking for energetic, goal-oriented individuals to join our team. If you are customer focused, take pride in your work, and aren't satisfied unless you perform to the best of your ability every day, then we want you

This position supports the MetaCoastal client while vacationing. It addresses any actionable Property Management concerns for the MetaCoastal network of resort locations; monitoring the process through resolution, ensuring completion and accuracy, as well as providing regular reporting. It is responsible for ensuring a seamless client experience and increasing retention.

Position Goals and Responsibilities:

This position supports the MetaCoastal mission, To Deliver Extraordinary Vacation Experiences by establishing a high standard of Customer Service for all clients, creating a culture of excellence and growth:
  • Answer all incoming client calls
  • Review client surveys, completing all necessary follow through daily
  • Coordinate client relocations when necessary, based on policy
  • Provide customer service and problem resolutions to all clients traveling and post travel
  • Review all client related charges associated with damage to units
  • Monitor resort properties to ensure brand standards are being met
  • Ensure completion of all quality issues
  • Build trusted client relationships to ensure excellent service
  • Provide proactive information to clients regarding their account and concerns
  • Be proactive and identify areas of opportunity with clients
  • Provide assistance to all departments by deescalating and finding a resolution for highly escalated clients via phone or email and who also threaten the following;
  • BBB Complaints
  • Lawyer threats
  • Social Media Reviews
  • Provide assistance to all Executives, who receive escalated client complaints. Be sure to deescalate the client and follow-up with the Executive to ensure a proper resolution has been provided.

Utilize reporting to analyze and track recurring concerns and patterns; monitoring reaction time and resolution processes. Update and maintain operational systems to ensure a steady stream of communication between all associated parties and seamless resolutions:
  • Run trending reports for Property Managers
  • Process all work orders in Breezeway daily, to ensure the order was appropriately assigned and work is in progress
  • Review daily reports and be proactive with client issues and or vendor complaints
  • Perform daily closing of client surveys
  • Update account cancellations and fee transfers for all relocations in MetaCoastal database
  • Manage account cancellations and ensure the accounts are closed and in good standing within the MetaCoastal database

Build partnerships that promote a culture of client service internally and externally. Work with business partners to promote the MetaCoastal mission:
  • Maintain open communication with Property Managers, providing the following support:
  • Feedback from client surveys on trends and bottom 10% markets
  • Notification of when units will be available for capital improvements and renovations
  • Cultivate working relationships with vendors to ensure excellent service
  • Partner with Total Vacation Services to alleviate all reservations and/or compensation issues
  • Inform appropriate parties when updates, changes, and emergencies occur
  • Manage and handle chargebacks (XP Fees) as they are provided by the vendors
  • Handle all Sundance Transfer clients and ensure they understand the transfer process
  • Work with Sundance, Smartravel and Travel Beetle to resolve client account issues.
  • Knowledge and understanding of each company and how they interact with Travel Advantage Network.
  • Run last minute booking and cancellation reports and provide information to field vendors
  • Provide a variety of administrative and miscellaneous support to the Property Management Department ensure successful execution of the department's mission:
  • Remain available for overnight and weekend on-call duty
  • Perform and participate in on-going trainings
  • Assist with basic troubleshooting for traveling clients

Below are the following systems that will be utilized with ongoing training:
  • TSW
  • Breezeway
  • GuestrevuPoint Central

Requirements

To be considered for this position all candidates must have the following:
  • AA in Business Management or Business Administration, preferred; High School Diploma, required
  • 1-3 years Account Management and/or Customer Service experience, preferably in a Call Center environment
  • Proficiency in Microsoft Suite, additional computer skills a plus
  • Ability to type 30-40 WPM
  • Strong listening, oral, and written communication skills; fluency in Spanish, a plus

Applicant MUST have the following skills:
  • Analytical thinking and problem solving, with the ability to think quickly on their feet
  • Ability to develop professional relationships with clients, establishing trust
  • Acute sense of urgency, with strong time management skills, regularly beating deadlines with accurate work
  • Ability to prioritize and multi-task,- delegating and managing delegated items while executing their own tasks

While performing the essential functions of this position, the employee may be required to sit, walk, talk, and stand for long periods of time, with or without reasonable accommodation.

MetaCoastal, LLC is an equal opportunity employer.

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