Senior Specialist, Loyalty Experience

Job not on LinkedIn

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Hilton Grand Vacations

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1992

💼 Consulting

📣 Marketing

✈️ Travel

💰 Post-IPO Debt on 2024-11

Consulting • Marketing • Travel

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

• Handle inbound and outbound contacts in an omni-channel contact center through phone, chats, and electronic communications • Identify customer needs, clarify information, research member concerns, and provide solutions • Handle contacts across additional Club skills and membership types for at least two Club products • Provide one-on-one assistance primarily to Loyalty Tier Members • Schedule welcome calls and provide continued services based on member needs • Complete welcome calls and emails within 48 hours when required • Educate Owners and Members about program options, benefits, and self-service opportunities • Coordinate with resorts regarding pre-arrival calls and stay-related requests • Perform post-arrival calls to ensure Loyalty Tier Members’ stays went as planned • Resolve lower-level challenges using Spirit of Service techniques and empowerment tools • Promote cancellation protection and promotional opportunities when applicable • Maintain relationships with internal customers and business support departments • Process maintenance fee payments, loan payments, payoffs, and Club assessments • Confirm reservations using applicable points and provide resort and hotel information • Educate Members about programs and assist with online registration, website, mobile app, and self-service navigation • Make outbound calls and send emails promoting program usage, weather alerts, special programs, and resort arrivals • Follow customer information and data security processes • Meet or exceed departmental performance metrics, KPIs, and goals • Complete required company training and compliance courses • Follow company policies and procedures and perform reasonable management requests

🎯 Requirements

• 2 years of professional customer service experience • Trained in all additional Club skills and membership types for 2 or more Club products (HGV, HVC, or Bluegreen) • Friendly and enthusiastic demeanor with a positive outlook • Dedication to providing positive experiences for Owners and Members • Detail-oriented, self-motivated, and a problem solver • Verbal fluency in English required • Basic computer literacy and skills • Ability to talk and type simultaneously • Flexibility to work nights, weekends, and/or major holidays • 6 months in a Specialist Loyalty Experience role preferred • 3+ years of professional call center customer service experience preferred • Timeshare, travel, call center, or hotel front desk background preferred • Proficiency in Microsoft Office, including Outlook, Word, and Excel preferred

🏖️ Benefits

• Work-life balance and family-friendly benefits • Reasonable accommodation for individuals with disabilities • Equal opportunity employment and diversity-focused workplace