Customer Service Representative

4 weeks ago

Orlando, Florida, United States Hilton Grand Vacations Full time
Job Title: Customer Care Specialist

About the Role:

Hilton Grand Vacations is seeking a highly skilled Customer Care Specialist to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our owners and guests, ensuring their needs are met and exceeded.

Key Responsibilities:

  • Provide timely and accurate information to owners and guests regarding their contract/file/case status and progress updates.
  • Support clients with inquiries or questions related to Title and Recording issues.
  • Develop strong customer relationships by demonstrating professional customer service and communication.
  • Deliver clear and concise communication to buyers/sellers throughout the title change process.
  • Handle high call volumes while maintaining an exceptional customer service experience.
  • Receive and respond to inbound calls from owners, sales agents, third parties, and internal departments.
  • Complete outbound calls to owners regarding their contract file/case status.
  • Coordinate status updates for owners requesting copies of their recording/sales documents, title services, and closings costs.
  • Maintain elevated standards and deliver professional communication via phone and in person.
  • Review and handle GVT's shared department inboxes for Transitions, transfer of ownerships, and other title-related functions.
  • Verify customer information and update system information as needed.
  • Update systems with detailed comments regarding each interaction with owners.
  • Input and update spreadsheets and other programs to track all activity.
  • Collect and process GVT fees and payments.
  • Assist internal and external customers as needed to process resale transactions.
  • Participate in team member training and development as needed.

Requirements:

  • Computer proficiency in Microsoft Word, Excel, and Outlook.
  • Excellent written, verbal, and communication skills.
  • Ability to multi-task and work well under pressure.
  • Enthusiastic and standout colleague demeanor.

Preferred Qualifications:

  • Knowledge of documents required for a timeshare closing.
  • 2 years of customer service experience in the vacation ownership industry.
  • Detailed-oriented and basic skills with Microsoft Office software.
  • Solid and consistent customer service skills.

Equal Opportunity Employer:

Hilton Grand Vacations is an equal opportunity employer and values 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.

Accommodations:

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.

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