In-Office Call Center Agent

$31,200 - $33,280/Yr

Capital Vacations - Myrtle Beach, SC

Full-time - Entry Level

Myrtle Beach, SC

Accommodation

About the position

The In-Office Call Center Agent at Capital Vacations plays a crucial role in assisting owners with inquiries related to their Club and Legacy ownership. This position involves engaging with customers through various communication channels, including phone, email, and chat, to provide support, make reservations, and promote ancillary services. The agent is expected to maintain high performance standards while embodying the company's core values and contributing to overall business revenue.

Responsibilities

• Assisting owners with questions about their Club & Legacy ownership.
• Completing or assisting owners with making reservations and troubleshooting calls.
• Ensuring accounts are not delinquent in Maintenance Fees or Loan payments prior to booking.
• Strong selling skills to book events, tours, and sell products and services.
• Processing maintenance fee and loan payments.
• Contributing to revenue through ancillary sales like renting points and selling protection plans.
• Facilitating and accepting incoming/outgoing calls, emails, and texts.
• Maintaining and exceeding defined performance goals and contributing to department goals.
• Acting as a role model for Capital Vacations Core Values and being a strong team player.
• Typing at least 30 words per minute and maintaining an 85% daily adherence rate.
• Multitasking throughout the shift seamlessly and maintaining an 85% Quality Assurance score per month.
• Converting a minimum of 15% of calls to reservations and working in a Pay for Performance role.

Requirements

• High School diploma, some college preferred.
• High level proficiency with Microsoft Office applications, especially MS Excel.
• Hotel/timeshare experience is a plus.
• Strategic mindset for problem-solving and crafting win/win solutions.
• Knowledge of Timeshare Ware is a plus.
• Previous experience using Salesforce.com is a plus.
• Ability to work both in a team and independently.
• Excellent organization and multi-tasking skills.
• Detail-oriented with a focus on accuracy.
• Technically savvy and able to navigate various systems quickly.
• Ability to work in a fast-paced office environment.
• Excellent communication skills.
• Bilingual is a plus.
• Comfortable selling all products and services.
• Ability to maintain a high level of professionalism.

Nice-to-haves

• Bilingual skills are preferred.
• Experience in hotel or timeshare industries.

Benefits

• Great hourly pay and opportunity for professional growth.
• Paid training.
• Year-round work at a company with a national presence.
• Medical, dental, and vision insurance options.
• 401(K) contribution after 90 days.
• Paid life insurance, short-term and long-term disability.
• Flexible spending account.
• Paid time off and holidays.
• Discounted vacation stays.