Owner Services Agent
Marriott Vacations Worldwide

San Marcos, California

Job Description

This position you will work from home

The Call Center Agent in Owner Services will be an integral team member creating distinctive and authentic experiences for owners/guests. You will provide consistent, positive, professional and timely responses to owners/guest with reservations, inquiries, cancelations, challenges and cross-sell when possible to maximize revenue.

Essential Duties and Responsibilities (other duties may be assigned):

  • Service inbound calls from owners/guests, identifying their needs, providing options/solutions, enthusiastically with a smile
  • Handle an average of 25 incoming calls per day. (average call handle time: 15 minutes per call)
  • Administers booking reservations, processing changes, cancelations, point accruals, vacation exchanging
  • Use multi-channel communication methods; phone, email, written, and chat
  • Navigate through multiple systems simultaneously to assist and resolve owner questions/needs.
  • Maintain continued and current knowledge of:
    • 4 Welk ownership types
    • Approximately 20 variations of ownership contracts
    • 4 VIP Platinum Tiered ownership levels
    • Ownership booking windows and restrictions, vacation exchange requirements and rules, and other policies and procedures
    • 7 Welk Resort property locations, unit amenities, resort activities, recreation center locations and amenities.
    • 16 Experiences Collection property locations, unit amenities, resort activities, recreation center locations and amenities
  • Responsible for processing payments of maintenance fees, Vacation Guard, spa/meal plans, room upgrade fees, and promotions
  • Responsible for documenting caller inquiries in the appropriate systems, ensuring notes are clear and concise with accurate information obtained during the call
  • Provide education to owners regarding utilization of Owner's Lounge, Experiences by Welk, and RCI exchange platforms
  • Resolve escalated challenges immediately to ensure proactive resolution through interaction and collaboration with other departments/business partners.
  • Meets or exceeds daily, weekly and monthly call center target goals: processing time, post processing time, number of calls handled, handled talk time, average speed of answer
  • Actively cross-sell products and services; track in accordance with policies
  • Make outbound calls to owners/guests to provide additional information
  • Researches all areas of the Company to ensure full knowledge of business
  • Flexibility with work days and hours, works schedules vary to reflect business needs
  • Adheres to Company standards, maintains compliance with all policies and procedures, including time keeping, punctuality, and attendance policies.
  • Maintain confidentiality of proprietary information
  • Participate/completes Company training sessions for growth and development opportunities
  • Promote positive morale and teamwork within the call center
  • Performs all other duties as assigned.
Education and/or Experience:
  • High school diploma or equivalent
  • Call center experience a plus

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