Representative, Owner Onboarding

We Put the World on Vacation Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

About the role

The Owner Onboarding Representative serves as a catalyst for the owner onboarding experience. The OO Representative works to deliver sales document presentations for new and existing owner purchases as well as provides customer support through onsite education and services for club products, follow-up process, and site customer contact. The OO Representative also provides feedback to the OO Manager from document closing and sales presentation observations to identifying training opportunities. The role balances proactive efforts with owners as well as reactive work to ensure owner satisfaction with purchases and quality service standards, goals, and objectives are met consistently. The OO Representative works with the OOM to provide training for sales that will help meet and improve rescission and compliance goals.

Responsibilities

• Review and complete legal and sales-related documents with owners following established process/guidelines (50% of time).
• Provide owner education through topic curriculum in a private one-on-one setting or group education sessions on all aspects of the club products and offer guidance in maximizing their vacation ownership. These sessions aid in post-sale customer service for sales retention and compliance (25% of time).
• Identify and communicate patterns, trends, training opportunities, and compliance concerns to the OO Manager (10% of time).
• Provide training for the sales team in product knowledge, sales document content, and sales compliance as needed (5% of time).
• Coordinate the logistics and reporting functions for all educational events and materials; collaborate with in-house marketing, sales, and resort teams to optimize educational session attendance (5% of time).
• Perform other site duties as assigned by the OO Manager (5% of time).

Requirements

• Bachelor’s degree or equivalent combination of education and directly related experience.
• 1+ years of Wyndham sales experience preferred.
• 1 year of previous customer service experience.
• Experience equivalent to the education requirement may be accepted in lieu of the education requirement.
• Travel requirements: less than 5% for corporate and/or business unit meetings.

Skills

• Ability to prioritize and organize tasks.
• Ability to influence and manage concurrent assignments effectively and efficiently.
• Excellent verbal and written communication and interpersonal skills.
• Strong conflict management skills.
• Expert contract standards expertise preferred.
• TNL product knowledge expertise preferred.
• Technical skills: TNL product knowledge, Workday courses, sales training relative to owner onboarding.

Complexity & Impact

• Decision-making authority: Works within guidelines established by the OO Director and OO Manager.
• Level of autonomy: High level of autonomy to complete job tasks to achieve retention and compliance goals with minimal supervision.
• Impact of decisions: Retention achievement adds revenue. Owner onboarding provides a focus to attain this objective (e.g., 10% retention on $1,000,000 in sales = $100,000 saved revenue).
• Scope/Financial Responsibility: Increase overall site retention and decrease sales compliance issues that can lead to reversal of money or missed budgets for the selling location. Directly impact the results of the sales location through best practices for retention and compliance. Drive improvements to business metrics such as rescission rates, sales compliance, net sales, and NPS/OE scores.

Benefits

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week. Certain benefits may be available to associates working fewer hours where required by applicable law. Benefits include:

• Medical, dental, and vision coverage.
• Flexible spending accounts.
• Life and accident coverage.
• Disability coverage.
• Paid time off, parental leave, and holidays (eligibility requirements apply; speak to your recruiter for details).
• Wish Day: Paid time to volunteer at an approved organization of your choice.
• 401k with employer match (subject to eligibility requirements, including tenure; speak to your recruiter for details).
• Legal and identity theft plans.
• Voluntary income protection benefits.
• Wellness program (subject to provider availability).
• Employee Assistance Program.

Note: Temporary and/or seasonal associates are ineligible for paid time off.