Bilingual Call Center Agent

Principal Duties and Responsibilities

• Affixing assistance to owners regarding their Club & Legacy ownership.
• Capable of working variable shifts and flexible hours.
• Facilitating interaction through phone, email, outbound, and chat channels as business necessities dictate.
• Completing or aiding owners in making reservations, troubleshooting, and converting calls to reservations.
• Ensuring accounts are not overdue in Maintenance Fees or Loan payments before booking new or revised reservations.
• Displaying robust selling skills, capable of booking events, tours, and selling a variety of products and services.
• Processing maintenance fees and loan payments.
• Contributing to the business's revenue through ancillary sales such as renting points, selling Capital Protection Plans, etc.
• Handling incoming and outgoing calls, emails, and texts, and returning phone calls.
• Maintaining and surpassing defined agent performance levels and contributing to departmental objectives.
• Modeling Capital Vacations' core values, acting professionally, and being a strong team player.
• Agents must type at least 30 words per minute with daily adherence of 85% minimum.
• Agents must be adept at multitasking throughout their shift.
• Flexible in work schedule with Saturday shifts as rotated.
• Maintain an 85% Quality Assurance score per month.
• Convert at least 15% of calls to reservations at a minimum.
• Confident and comfortable in a Pay-for-Performance role.
• All Universal Specialists must service all Club and Legacy Products & Services and pass a comprehensive assessment.

General Statement

Performs the job assigned, adhering to Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, while maintaining confidentiality, reliability, quality, and productivity.

Job Requirements

• High School diploma, some college preferred.
• High proficiency with Microsoft Office applications, with a high level of proficiency in MS Excel.
• Hotel/timeshare experience a plus.
• A 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.

Skills, Knowledge, and Abilities

• Ability to work both in a team and independently.
• Excellent organizational and multitasking abilities necessary to handle multiple priorities.
• Very detailed-oriented and accuracy is a must.
• Technically savvy, able to quickly adapt to and maneuver through several different systems.
• Adaptability to work in a fast-paced office environment.
• Exceptional communication skills.
• Bilingual required.
• Comfortable in selling all products and services.
• Professionalism and teamwork at all times.