Call Center Representative- In Office

Company: Capital Vacations
Location: Myrtle Beach
Posted on: May 15, 2022

Job Description:

Job DescriptionCapital Vacations strives for the best! Our mission is to deliver quality vacations to our members and guests.In addition to competitive compensation, Capital Vacations offers a variety of benefits including Company Paid Life Insurance, Long-term Disability, Medical, Dental, Vision, 401K, discounted Vacation Stays, plus start to earn Paid Time Off immediately.The Owner Services Specialist is responsible for servicing Club and Legacy owners, via the phone, email or chat to provide an array of reservation services, answer questions on the Club and/or all Legacy products and services and assist with billing payment processing. The Specialist will upsell an array of Club & Legacy products and services, referred to as Ancillary revenue and will perform duties in a blended (Inbound, Chat, Text and Outbound) environment.Pay$16/hr plus commission opportunitiesNext Class 5/23 Principal Duties and Responsibilities

• Assisting owners with questions about their Club & Legacy ownership
• Role may be facilitated via engagement through phone, email, outbound and chat channels as business needs require
• Completing or assisting owners with making reservations
• Insures accounts are not delinquent in Maintenance Fees or Loan payments prior to booking new or revised reservations
• Processes maintenance fee payments
• Contributes to the revenue of the business through various ancillary revenue sales (ie Renting points, selling Capital Protection Plans and more)
• Facilitate and accept incoming/outgoing, Cat, Email and Text phone calls and return phone calls
• Maintain and meet/exceed defined agent level performance goals and contribute to the achievement of department goals
• Expected to be a role model for Capital Vacations Core Values, always act professional, and be a strong Team Player
• Flexible in work schedule with Saturday shift as rotated
• Must maintain an 85% Quality Assurance score per month
• Must convert 15% of calls to reservations at a minimum
• Confident and comfortable working in a Pay for Performance role
• All Universal Specialists must service all Club and Legacy Products & Services and pass a comprehensive AssessmentGeneral Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity. Job RequirementsEducation, Essential Training / Certifications, and Experience:
  • 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 craft win/win solutions.
  • Knowledge Timeshare Ware is a plus
  • Previous experience using Salesforce.com is a plusSkills, Knowledge, and Abilities:
    • Ability to work both in a team and independently
    • Excellent organization and ability to multi-task required to handle multiple priorities
    • Very detailed oriented and accuracy is a must
    • Technically savvy - able to quickly pick up and maneuver through several different systems
    • Ability to work in a fast pace office environment
    • Excellent communication skills
    • Bilingual a plus
    • Comfortable in Selling all products and Services
    • Ability to work with a high level of professionalism at all times
    • Flexible schedule – Ability to work weekends, evenings and holidaysShift: Additional hours may be necessary to meet deadlines and business needs
      • Regular Hours and WeekendTravel:
        • None

Keywords: Capital Vacations, Wilmington , Call Center Representative- In Office, Administration, Clerical , Myrtle Beach, North Carolina