Quality Assurance Representative - Silver Lake
About the Role
Capital Vacancies is the fastest growing company within the hospitality industry, delivering best-in-class service and providing access to over 90 internal club destinations, plus thousands more external options. This role verifies the accuracy of Owner and purchase information while explaining contract paperwork ethically, ensuring new Owners leave with satisfaction and confidence in their purchase. The Quality Assurance Representative maintains proper sales procedures and helps decrease the rescission rate of the Resort.
The ideal candidate is flexible to work weekends and holidays, has a professional demeanor with a tenacious attitude, and is detail-oriented with strong problem-solving skills. This is a great opportunity for former loan processors, contracts processors, closing agents, title agents, bank tellers, and sales representatives.
Responsibilities
- Provides customer service to Owners during closings, as well as before and after the cancellation period of any purchase.
- Ensures newest Owners leave with confidence in their purchase.
- Assists with contracts, processes, and other office functions as needed or requested.
- Verifies all documents for accuracy; checks contracts for errors and omissions.
- Prepares all contract files for funding and scans files into Smart Search.
- Adheres to regulations and company policies/procedures concerning the timeshare closing process.
- Handles misrepresentation concerns and client disputes; reports escalated items to Upper Management as appropriate.
- Makes recommendations and assists the on-site Sales Management Team regarding corrective counseling, training, or termination for misrepresentations.
- Protects the company from misrepresentations.
- Closes a "Reasonable Percentage" (within 10% of the average number of closings of other Quality Assurance Representatives at the same site/department) of closings each month.
- Downloads each closing, labels, and appropriately files within the required timeframe to qualify for the Monthly Tier bonus.
- Downloads QA recordings, labels, and files appropriately within 24 hours for site-level closings and 72 hours for roadshow closings.
- Maintains a low net cancellation rate while preserving the integrity of Capital Vacations ownership (net cancellation percentage of 15% or higher is below Minimum Performance Standards).
- Handles cancellations by phone or walk-in; works to retain cancellations and completes necessary documents if unsuccessful.
- Completes administrative assignments in an orderly and timely fashion.
- Maintains a productive working environment.
- Performs all other duties as requested.
Requirements
- High school diploma/GED or one to three years of related experience and training; or equivalent combination of education and experience.
- Sales experience within the timeshare industry.
- Possess and maintain Notary credentials.
Skills
- Sales experience.
- Ability to maintain a reasonable percentage of closings (within 10% of the average number of closings per QA at the same site/department).
- Ability to maintain a low net cancellation rate (14% and below).
- Strong customer service skills.
- Excellent written and oral communication skills.
- Typing and basic computer skills.
- Ability to multitask.
- Ability to work independently.
- Strong organization and time management skills.
Schedule
- Flexibility to work weekends and holidays.
- Additional hours may be required to meet deadlines or cover shifts.
- 80% of time spent in Silver Lake; 20% travel to other regional properties (Cocoa Beach, Daytona, and Hollywood Beach).