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Customer Care Team Lead

2 months ago

Orlando, Florida, United States Hilton Grand Vacations Full time
Customer Care Team Lead Job Summary

Hilton Grand Vacations is seeking a highly skilled and experienced Customer Care Team Lead to join our team. As a Team Lead, you will 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.

Key Responsibilities:
  • Assist Customer Care Representatives with day-to-day activities and provide them with guidance and motivation.
  • Train, coach, and track daily production & daily attendance.
  • Handle all escalated requests, whether via written correspondence or via phone.
  • Multi-task in a fast-paced Call Center environment providing support where the primary objective is the customer care representatives and the customers.
Requirements:
  • Ability to work in a fast-paced environment while being able to multi-task.
  • Ability to think critically and problem solve with urgency.
  • Able to work variable schedules, including evenings and weekends, based on call center needs.
Preferred Qualifications:
  • Timeshare/hospitality background preferred.
  • Strong sense of customer service with enthusiastic, energetic, and professional behavior.
  • Excellent organizational skills and detail oriented with the ability to set priorities.
  • Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills.
  • Must have excellent written and strong verbal communication skills.
  • Large Call Center environment experience preferred.
  • Sales experience preferred.
Why Work for Hilton Grand Vacations?
  • Competitive base pay plus commission.
  • Recognition Programs and Rewards.
  • Discounted Hilton hotel rates worldwide.
  • 401(k) program with company match.
  • Paid Time Off (PTO) that allows for adventure, rest, relaxation or recuperation.
  • Employee stock purchase program.
  • Tuition reimbursement programs.
  • 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.