Associate Member Experience, French/English Bilingual

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🔥 0 minutes ago

🎰 Nevada – Remote

🎰 Nevada – Remote

💵 $18 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💬 Bilingual

🚫👨‍🎓 No degree required

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Hilton Grand Vacations

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1992

👥 B2C

💰 Post-IPO Debt on 2024-11

B2C • Travel • Hospitality

Hilton Grand Vacations is dedicated to delivering exceptional vacation experiences to guests around the world. With a focus on creating unforgettable moments, Hilton Grand Vacations offers access to beautiful vacation locations, allowing guests to reconnect with loved ones while enjoying their travels. The company emphasizes a vibrant work environment and is committed to professional development through internships and various career opportunities in hospitality and guest services.

📋 Description

• Respond to inbound and outbound contacts in a multi-channel contact center customer service environment serving Owners and Members while efficiently identifying customers’ needs, clarifying complex information, researching member concerns, and problem-solving. Contacts can be initiated by phone calls, chats, and social media. • Responsible for problem solving, educating owners and members of the vacation ownership value, de-escalating challenging situations while providing solutions with empowerment tools provided. • Answer inbound contacts and inquiries aimed at educating our owners and members regarding all program options, benefits, and self-service opportunities to support lifetime satisfaction and engagement. • Service reservation requests through booking, modifying, cancelling, and presenting vacation alternatives when the customer’s original request is not available. Provide relevant information about the resorts, unit amenities, and travel information. • Generate interest in special services through upselling products such as cancellation protection and promotional opportunities available when applicable. • Maintain product understanding relating to financial aspects of ownership, such as maintenance fee payments, loan payments, payoffs, and Club assessments when applicable. • Learn and maintain comprehensive information expertise regarding vacation ownership rules, usage, resort/hotel, while utilizing numerous software applications during this process for applicable owners/members. • Interact with internal customers and maintain relationships with business support departments. • Maintains knowledge of and follows customer information and data security processes at all times. • Adhere to, meet, or exceed all performance metrics, KPI’s, and goals as defined by departmental leadership. • Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now. • Completes all required Company training/compliance courses assigned. • Adheres to Company standards and maintains compliance with all policies and procedures. • Perform any reasonable request by management that supports the department’s mission and goals.

🎯 Requirements

• Reliable internet connection with a minimum of 300 MBPS is required, but a recommended 500 MBPS speed • 6 months of professional customer service experience supporting complex products • Detail-oriented, self-motivated, and a problem solver. • Friendly and enthusiastic demeanor with a positive outlook. • Dedication to providing positive experiences for our Owners and Members. • Advanced computer literacy and skills demonstrating competency using multiple applications • Must be able to talk and type simultaneously. • Flexibility is required to include nights, weekends, and/or major holidays. Schedule assignment will be based on individual performance and business demand. • French/English bilingual • 1+ years of professional customer service experience supporting complex products (preferred) • Timeshare, travel, contact center, or hotel front desk background (preferred) • Proficient in Microsoft Office, including Outlook, Word, and Excel (preferred)

🏖️ Benefits

• Excellent health care options (medical, dental, and vision that encourage preventative care) • Paid Time Off (PTO) that allows for rest, relaxation or recuperation • All new Team Members are automatically enrolled in the HGV Retirement Savings Plan • Our Go Hilton Team Member Travel Program offers up to 30 nights per year at our employee rate and 50% off at participating hotel-operated restaurants. • Employee Stock Purchase Plan become an owner in our company. Eligible team members can purchase HGV common stock at a discount • Daily Pay Option*