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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

          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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