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Customer Service Representative

2 months ago

San Marcos, California, United States Welk Resort Group Full time

Job Summary:

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Welk Resort Group. As a Loan Specialist, you will be responsible for providing exceptional service to our owners and guests, handling loan payments, and resolving inquiries in a timely and professional manner.

Key Responsibilities:

  • Provide top-notch customer service to owners and guests, responding to their needs and concerns in a timely and professional manner.
  • Handle loan payments, process changes, and provide payoff amounts, history statements, and contract copies as needed.
  • Utilize multi-channel communication methods, including phone, email, and written correspondence, to effectively communicate with owners and guests.
  • Navigate through multiple systems simultaneously to assist and resolve owner questions and needs.
  • Maintain continued and current knowledge of Welk ownership types, ownership contracts, VIP Platinum Tiered ownership levels, timeshare mortgage loan rules, and other policies and procedures.
  • Process Military SCRA and CA Sect 800 of MVC adjustments as required.
  • Document caller inquiries in the appropriate systems, ensuring notes are clear and concise with accurate information obtained during the call.
  • Provide education to owners regarding the utilization of the Owners Lounge.
  • Resolve escalated challenges immediately, ensuring proactive resolution through interaction and collaboration with other departments and business partners.
  • Meet or exceed daily, weekly, and monthly call center target goals, including processing time, post-processing time, number of calls handled, handled talk time, and average speed of answer.
  • Actively cross-sell products and services, tracking in accordance with policies.
  • Make outbound calls to owners and guests to provide additional information.
  • Research all areas of the Company to ensure full knowledge of business.
  • Flexibility with work days and hours, working schedules vary to reflect business needs.
  • Adhere to Company standards, maintain compliance with all policies and procedures, including timekeeping, punctuality, and attendance policies.
  • Maintain confidentiality of proprietary information.
  • Participate in Company training sessions for growth and development opportunities.
  • Promote positive morale and teamwork within the call center.

Requirements:

  • High school diploma or equivalent.
  • Highly proficient in Microsoft applications, including Excel, Word, Outlook, Sharepoint, and Salesforce.
  • Call center experience a plus.
  • Extensive phone and computer efficiency a plus.
  • Adept at managing multiple priorities and tasks in a fast-paced environment.
  • Experience with vacation ownership and timeshare vacation exchanging preferred.
  • Knowledge of Timeshare Ware, Next, Concord, Smartview, Fortis, 8x8 Cloud Contact Center, Ultipro, and Cornerstone preferred.

Skills:

  • Ability to analyze personal performance targets and adjust as necessary.
  • Ability to pay attention to detail and accurately record/report data.
  • Ability to take personal responsibility, display initiative, and exercise good judgment.
  • Ability to work effectively, maintain composure, and make decisions in a fast-paced environment requiring quick responsiveness.
  • Use good judgment and knowledge to recognize challenging situations and apply resolution.
  • Utilize the freedom to go Above and Beyond to take initiative and create brand loyalty.
  • Professional appearance and demeanor.
  • Excellent oral and written communication skills.
  • Strong organizational and time management skills to ensure call center meets required service levels.

Language Skills:

  • Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Ability to speak effectively with customers or Team Members of the organization.
  • Excellent communication skills required.
  • Must be able to speak, understand, read, and write English.
  • Must have excellent English grammar skills, including punctuation, spelling, style, etc.

Reasoning Ability:

  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
  • Ability to deal with problems involving several concrete variables in standardized situations.
  • Ability to make decisions that are in the best interests of the company.
  • Ability to be flexible and easily adapt to change.
  • Ability to establish and maintain effective working relationships with co-workers, field personnel, and sub-contractors/vendors.

Physical Demands:

  • The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work Environment:

  • The work environment characteristics described here are representative of those the Team Member encounters while performing the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.