Through the mission and values of HGV,the Sr Loyalty Experience Specialist is responsible for providing excellent owner and member customer service primarily for our top tier loyalty members in an omni-channel, contact center environment, while efficiently administering and promoting program offerings and benefits and driving out the goals and vision of the organization.
ResponsibilitiesAs a Sr Loyalty Experience Specialist, you will be responsible for driving company success by performing the following tasks to the highest standards:
- Handle inbound and outbound contacts in an omni-channel contact center customer service environment serving Owners and Members while efficiently identifying customer’s needs, clarifying information, research member concerns and provide solutions. Contacts can be initiated by phone calls, chats, or electronic communications.
- Handle inbound and outbound contacts in all additional Club skills and membership types for 2 or more Club products (HGV, HVC, or Bluegreen)
- Provide comprehensive one-on-one assistance primarily to Loyalty Tier Members to include scheduling initial welcome calls and continued services based on members’ needs.
- When required, complete welcome calls and e-mails to Loyalty Tier Members within 48-hours of case being opened to build rapport and foster an ongoing personalized relationship
- Answer inbound contacts and answer inquiries aimed at educating our owners and members regarding all program options, benefits and self-service opportunities.
- When required, communicate with resorts to inform of pre-arrival calls of upcoming Loyalty Tier Member’s arrivals and stay-related-requests.
- When required, performs post-arrival calls to ensure Loyalty Tier Member’s stay went as planned.
- Assist owners with lower-level challenges and provide resolution using our Spirit of Service techniques and empowerment tools provided.
- Generate interest in special services such as cancellation protection and promotional opportunities available when applicable.
- Interact with internal customers and maintain relationships with business support departments.
- Transact maintenance fee payments, loan payments, payoffs, and Club assessments when applicable.
- Provide assistance confirming reservations with applicable points while providing comprehensive information about the resort/hotel, utilizing numerous software applications during this process for applicable owner/members.
- Provide comprehensive program education to Member and assist them with online registration, website and mobile app navigation and self-serve opportunities available through the club branded website and mobile app.
- Initiate outbound telephone calls and e-mails to members and owners to encourage usage of program, notification of weather alerts, and special programs or promotions to drive arrivals into our resort destinations.
- Maintains knowledge of and follows customer information and data security processes at all times.
- Adhere to, meet, or exceed all performance metrics, KPI’s and goals as defined by departmental leadership.
- Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
- Completes all required Company training/compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Perform any reasonable request by management that supports the department’s mission and goals.
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
2 year of professional customer service experience
Trained in all additional Club skills and membership types for 2 or more Club products (HGV, HVC, or Bluegreen)
Friendly and enthusiastic demeanor with a positive outlook.
Dedication for providing positive experiences for our Owners and Members.
Detail-oriented, self-motivated, and a problem solver.
Verbal Fluency in English language required. Bilingual in Spanish, Portuguese helpful.
Basic computer literacy and skills
Must be able to talk and type simultaneously.
Flexibility is required to include nights, weekends, and/or major holidays. Schedule assignment will be based on business demand.
In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:
6 months in a Specialist Loyalty Experience role
3+ years professional experience in call center customer service.
Timeshare, travel, call center, or hotel front desk background.
Proficient in Microsoft Office including Outlook, Word, Excel
HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.
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 essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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