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Advisor, Travel Customer Service

3 months ago

Miami, United States Marriott Vacations Worldwide Full time

Duties and Responsibilities Responsible for answering all phone calls from members traveling or needing information regarding the Interval Options to any international or cruise destination and booking such reservation in a timely and efficient manner. Provide excellent customer service as well as educated members on our service to help maximize their benefits. Answer members inquires and/or educates members, politely and correctly. Handles inbound and outbound telephone calls to and from members, vendors or internally transferred. Answer questions, independently resolves problems related to any service Interval International provides. Resolves customer service issues at a supervisory authority level. Analyzes problems giving careful attention to cost implications or compensation and strives to reach independent decisions for resolutions, that fall within the scope of his/her responsibility. Maintain an in-depth knowledge of all products offered by Interval in order to be able to explain product benefits to consumer members, in ways that addresses their concerns. Consult with appropriate departments or individuals for problem resolution, as needed. Performs follow up and resolution of member problems referred to Customer Service from other departments, including, International offices, Document all contacts: using CTS (Customer Tracking System) whether the member reached us via phone, letter, referrals, emails etc. Assists Owner Services from resort groups by responding to their owners’ concerns, not limited to, updating cruise exchange processes, memberships, name changes, adding weeks, accounting follow ups and complaints. Provide technical assistance to members and guests using Interval’s website. Acts as a liaison between cruise customer service and out vendors’ customer service. Ensures to disclose vendors’ terms and conditions prior to completing travel arrangements. Responsible for meeting all other department daily statistical requirements, such as Adherence, call handling, talk time, monitoring, etc. Responsible for handling and booking request received and/or offices abroad to complete members travel related request, as needed. Interacts with vendors or third-party partners in a friendly and professional manner. Identify and escalate priority issues, open CTS per problem specifications Close CTS when problem completed Responsible for advising members of all pre-requisites for travel, which may include interacting with vendors via phone, fax, or email, in order, to provide the most up to date and accurate information. Call vendors to ensure extensions of payment deadlines, clearance of waitlist for cruise, air, car or hotel product as well as any other situation requiring special follow-up. Research required information using available resources, iServices, CTS, Priceline/EAN, Revelex and related systems Assist with overflow calls for Travel Cruise,Hotel exchange or General Exchange as needed Perform other related duties as required by management. Knowledge, Ability and Skills Must posses a minimum of one-year cruise and travel experience Must have outstanding work ethics, passion for service, positive attitude and willingness to go that extra mile to ensure member satisfaction. Must posses overall knowledge of travel industry, trends and terminology Must be computer literate and possess knowledge of Amadeus, iServices, Revelex, Internet, EAN/Priceline, Outlook, Microsoft Office. Training available. Must have excellent customer service skills and phone etiquette. Must have initiative and exceptional follow-up skills. Must have a strong command of the English language Must posses an understanding of departmental policies (provided by the new hire orientation or meetings/briefings) as they relate to the use of inventory and vendor requirements. Must be able to work variable shifts, weekends and Holidays. Must be able to work remotely or in call center when needed Physical Requirements Employees in this position will sit for extended periods of time speaking on the phone and working on the PC*. The employee can also periodically stand at their workstation utilizing an extended cord headset. Data entry is not constant as the information is obtained from members over the phone throughout the conversation and is inputted by alternating between the keyboard and the mouse. Employee also responds to member questions by switching between screens for the information. *Company requirements is that an employee be on the phone a minimum of 6.5 hours per day. Employees receive a half hours lunch and when possible two fifteen-minute breaks per day. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture