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Customer Service Supervisor

2 months ago

Kissimmee, Florida, United States Hilton Grand Vacations Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Supervisor to join our team at Hilton Grand Vacations. As a key member of our customer service team, you will be responsible for ensuring that our guests and owners receive exceptional service and support.

Key Responsibilities
  • Ensure Quality Assurance Standards of Hospitality are provided to all members, owners, and guests.
  • Maintain necessary hard copies of paperwork of all daily operations and file, as needed.
  • Connect with internal departments, including Front Desk, Housekeeping, Engineering, and Security, as needed.
  • Compute billing charges, collect payments, and provide change.
  • Monitor progress and completion of work assignments by PBX or Front Desk personnel.
  • Make recommendations to management regarding development and corrective action of team members.
  • Complete all required Company trainings and compliance courses as assigned.
  • Adhere to Company standards and maintain compliance with all policies and procedures.
Requirements
  • A minimum of six (6) months of experience in the customer service field required.
  • A minimum of six (6) months supervisory experience.
  • Proficiency reading, writing, and speaking in English.
  • Projects a cheerful and friendly tone of voice using detailed enunciation and transparency in speaking.
  • Understands switchboard procedures and demonstrates ability to operate system with minimal complaints.
  • Demonstrates precision in service quality standards that affect guest happiness, responding to guests in a timely and professional manner.
  • Able to work a flexible work schedule including night, weekends, and holidays.
  • High school diploma or equivalent.
Preferred Qualifications
  • Prior high-volume switchboard experience.
  • Previous experience working in the hospitality industry.
About Us

Hilton Grand Vacations is an authority in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. We believe that at the core of our company's success are our Team Members. We offer an excellent benefit package to our full-time Team Members, including Day One medical, dental, and vision insurance, 401K plan, Paid Time Off (PTO) program, and extraordinary travel benefits.

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 accommodation.