Lead Quality Assurance Representative
Company: Hilton Grand Vacations
Location: Myrtle Beach
Posted on: March 17, 2023
Job Description:
Job Description
Lead QA Coordinator's and provide quality servicing for HGVClub
Members from the date of purchase until the time when their
Membership Account has been established. Primary liaison to the
customer and manage the customer follow-up process with regards to
incomplete paperwork/monies for contracts and deeding of the
client's new purchase. Provides professional and Hilton style
courteous face-to-face and telephone service for all new HGVC
clients in accordance with HGVC's standards of integrity, quality
and service. As a lead, be the "go to" person to answer questions
and help oversee daily interactions.
Position Summary:
Assist the sales process by conducting face to face sessions with
new clients in order to:
- Review documents for accuracy and coordinate with Contracts
Processing office.
- Sort documents to present to new and upgrading owners
- Welcome new clients and explain QA responsibility as primary
point of contact.
- Review real estate documents with clients in a quick and
accurate fashion and if need be, change an update information in
the system
- Answer owner's questions and be prepared to overcome any
objections. Bring the sales managers into office when
appropriate
- Notarize documents and assist with the deeding
process.
- Recognize revenue on a daily basis by making sure contracts are
good on that day
- Stock items for the day, which can include lifting up to 50
pound boxes
Post Sale Follow Up
- Utilize the internal processing system (Chorus) and responsible
for recognizing daily revenue
- Assist owners in obtaining any documentation, information and
follow up with monies needed for processing.
- Maintain and work a Pender and Issues Report and perform owner
follow-up on all outstanding files until closing.
- Handle and work all cancellation letters and assist the sales
team in retaining the sale. When necessary, fill out the
cancellation form and turn into contracts. Assist owners with the
cancellation process.
Customer Service
- Meet with current owners at the Sales Gallery and resolve any
issues they may have.
- Establish a relationship and be the liaison with HGVC Owner
Services Team Members (Club), Sales, Resort Operations, Contracts
Processing, and other departments as needed.
- Assist owners with any questions or issues via phone and email
or direct them to the correct department.
Additional Lead Duties
- Task team members with follow up and to work cancellations -
assist with various projects and programs
- Any additional job duties requested by management
- Maintain stock of owner materials, POS materials, office
supplies
- Communicate performance/issues to QA Manager
- Overseeing that QA department policies are followed
- Assist QA and Sales teams with knowledge of Underwriting
Guidelines
- Assist with training new team members
Qualifications
Required Qualifications
- Previous experience in customer service
- Associate -Degree
- SC Notary
- 1-3 Years of related experience QA and/or timeshare sales
Preferred Qualifications
- Bachelors Degree
- 3-5 Years of related experience QA and/or timeshare
sales
- 2+ Years of management or supervisory experience
- Supervisory experience
Keywords: Hilton Grand Vacations, Wilmington , Lead Quality Assurance Representative, Other , Myrtle Beach, North Carolina
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