Call Center Customer Service Agent

Principal Duties and Responsibilities

• Affixing assistance to owners regarding their Club & Legacy ownership.
• Capable of working variable shifts and flexible hours/days.
• Facilitating interactions through phone, email, outbound, and chat channels as business requirements dictate.
• Completing or aiding owners in making reservations, troubleshooting, and converting calls to reservations.
• Ensuring accounts are not overdue for Maintenance Fees or Loan payments before booking new or revised reservations.
• Displaying strong 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 exceeding defined agent performance goals 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 able to multitask throughout their shift seamlessly.
• Flexible in work schedule with Saturday shift 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, ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

• High School diploma, some college preferred.
• High level proficiency with Microsoft Office applications, high proficiency in MS Excel required.
• Hotel/timeshare experience a plus.
• A strategic mindset to 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 detail-oriented and accuracy is mandatory.
• Technically savvy – able to quickly adapt to and maneuver through several different systems.
• Ability to work in a fast-paced office environment.
• Exceptional communication skills.
• Bilingualism is a plus.
• Comfortable in selling all products and services.
• Professionalism and ability to work with high standards at all times.