Specialist, Club & Owner Resolution

Job not on LinkedIn

🔥 9 hours ago

🐊 Florida, Nevada – Remote

🐊 Florida – Remote 🎰 Nevada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 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.

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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 escalated owner and Club Member challenges and concerns requiring extensive research or involvement of other departments, partners, or vendors • Handle escalated issues and cancellation requests from customer calls, letters, BBB complaints, executive escalations, and Member Specialist takeovers • Vet cancellation requests and attempt to reengage members before referring them to Transitions or Portfolio Services • Vet resale requests from owners with less than one year of ownership and attempt program-related reengagement • Apply critical thinking to recommend resolutions within company guidelines • Listen to recorded calls and review ownership documents for research • Document resolutions and compensation in the system of record and Salesforce • Answer Club Connection/helpline inquiries supporting Sales and resort operations • Answer Supervisor Takeover calls when requested by members • Use empowerment tools and compensation options for decision-making and issue resolution • De-escalate highly emotional customer communications using empathy and compassion • Resolve resort relocation and overbooking challenges • Support disaster recovery efforts such as hurricanes or fires • Create and manage cases through Salesforce • Build positive customer relationships • Maintain subject matter expertise on Hilton Grand Vacations Club policies • Research customer account history, including purchase/contact history, payment history, reservations activity, and club points usage • Complete required company training and compliance courses • Adhere to company standards, policies, and procedures • Perform related duties and special projects as assigned

🎯 Requirements

• High school graduate • Must be proficient in VOICE and Clarity • Excellent verbal and written communication skills • Experience handling email responses to Club Members • Ability to de-escalate intense owner issues and situations • Ability to effectively communicate, influence owners, and drive results • Determination, time management, organization, and continuous improvement focus • Lead by example and take active ownership and accountability • Professional qualifications and leadership skills • Ability to recognize high escalations and act with urgency • Self-motivated and self-efficient; able to use provided resources • Flexibility to work different scheduled hours according to business needs • High level of professionalism • Knowledge of Salesforce Management preferred • Bilingual English/Spanish or English/Portuguese a plus but not necessary • Proficient in Microsoft Word, Excel, PowerPoint, and Outlook • Minimum of 6 months of experience within Club preferred

🏖️ Benefits

• Inclusive culture of belonging • Recognition, rewards, and support for achievements • Reasonable accommodation for individuals with disabilities • Equal opportunity employment