Customer Care Agent

About the position

The Customer Care Agent at Hilton Grand Vacations plays a crucial role in providing exceptional service to guests and prospective owners. This position involves interacting with customers over the phone to assist with scheduling accommodations, booking tours, and addressing inquiries related to vacation packages. The role is centered around delivering a five-star experience and ensuring customer satisfaction through effective communication and problem-solving skills.

Responsibilities

• Provide engaging customer service in an inbound Call Center environment.
• Receive calls from guests who have pre-paid vacation packages and help them arrange their future travel plans.
• Sell package upgrades that align with guest interests and influence guests to book certain property locations/months according to goals that are established.
• Assist with payments and costs associated with the new sale, package, or any upgrade purchases, as necessary.
• Answer calls from visitors requesting date changes, asking about the specifics of the package, and asking about their impending vacation.
• Verify all trip and tour specifics related to each package and give pertinent information on their stay.
• Assist travelers with any issues they could encounter before or after departure as part of their trip package.
• Respect our guests' privacy and the protection of all personal information about our business.

Requirements

• High School Graduate/GED or equivalent experience.
• Strong sense of customer service with enthusiastic, upbeat, and professional behavior.
• Proven comfort operating in fast-paced environments with performance metrics.
• Dedication to providing positive experiences for our customers and co-workers.
• Eager, self-motivated, and a problem solver - able to follow defined processes but exercise independent judgment.
• Excellent oral and written communication skills, basic digital literacy, and the capacity to operate multiple systems simultaneously.

Nice-to-haves

• Timeshare/hospitality background preferred
• Inbound/Outbound Call Center Environment Experience
• Proficient in Microsoft Office including Outlook and Word.

Benefits

• Driven base pay plus monthly performance incentives
• Get your earned pay any time before payday through DailyPay*
• Medical, Dental, and Vision benefits starting on Day One
• Generous Vacation Time Off Program and Paid Sick Time
• GO Hilton Discounted hotel rates worldwide
• Tuition reimbursement programs
• Recognition Programs and Rewards
• Internal Growth and Career Pathing