Opportunity for career advancement in a fast paced, growth-oriented Organization.

Below are just some of the benefits you'll receive!
• Competitive Salary
• Paid time off
• Career growth
• Medical / Dental / Vision insurance
• 401k
• Enthusiastic team environment
• Travel Perks to all our Resort locations

Purpose

The Owner Services Club Concierge is responsible for servicing Club and Legacy owners, via the phone, email or chat to provide an array of reservation services, answer questions on the Club and/or all Legacy products and services and assist with billing payment processing. The Concierge will upsell an array of Club & Legacy products and services, referred to as Ancillary revenue and will perform duties in a blended (Inbound, Chat, Text and Outbound) environment. Will book cruises flawlessly and execute quotes, confirmations and itineraries for owners timely and error free. Will book NOWS on site in the Sales Environment and work hand and hard with Sales on Owner education and NOW penetration.

Principal Duties and Responsibilities

• Assisting owners with questions about their Club & Legacy ownership

• Assisting new members book their NOW

• Will work onsite in the Sales environment to assist owner with reservations, NOW bookings, Owner education and Cruises

• Must be able to work a variable shift and flexible hours and days- Saturdays required

• Role may be facilitated via engagement through phone, email, outbound, chat and in person channels as business needs require

• Completing or assisting owners with making reservations- troubleshooting and converting calls to reservations

• Insures accounts are not delinquent in Maintenance Fees or Loan payments prior to booking new or revised reservations

• Strong selling skills, able to book events, tours, NOWS and sell an array of products and services

• Processes maintenance fee and loan payments

• Educates owners on use and enjoyment of Club product

• Makes New Owner workshop Reservations for New Owners

• Contributes to the revenue of the business through various ancillary revenue sales (ie Renting points, selling Capital Protection Plans and more)

• Books cruises with 100% accuracy

• Facilitate and accept incoming/outgoing, Cat, Email and Text phone calls and return phone calls

• Maintain and meet/exceed defined agent level performance goals and contribute to the achievement of department goals

• Expected to be a role model for Capital Vacations Core Values, always act professional, and be a strong Team Player with strong communications and public relation skills

• Agents must type at least 30 words per minute and successfully pass a typing test

• Daily adherence is expected at 83% minimum

• Agents must be able to multitask throughout their shift seamlessly

• Flexible in work schedule with Saturday shift as rotated

• Must maintain an 85% Quality Assurance score per month

• Must convert 20% of calls to reservations at a minimum

• Confident and comfortable working in a Pay for Performance role

• All Universal Specialists must service all Club and Legacy Products & Services and pass a comprehensive Assessment

• All other duties as required

General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience:

• High School diploma, some college preferred
• High level proficiency with Microsoft Office applications, High proficiency in MS Excel required
• Hotel/timeshare experience a plus
• A strategic mindset to problem solving and craft win/win solutions.
• Knowledge Timeshare Ware is a plus
• Previous experience using Salesforce.com is a plus

Skills, Knowledge, and Abilities:

• Ability to work both in a team and independently
• Excellent organization and ability to multi-task required to handle multiple priorities
• Very detailed oriented and accuracy is a must
• Technically savvy ~ able to quickly pick up and maneuver through several different systems
• Ability to work in a fast pace office environment
• Excellent communication skills
• Bilingual a plus
• Comfortable in Selling all products and Services
• Ability to work with a high level of professionalism at all times
• Flexible schedule – Ability to work weekends, evenings and holidays

Shift: Additional hours may be required to cover shifts, meet deadlines and goals as necessary

• Needs to be flexible