Purpose

The Customer Support Specialist is ultimately, but not exclusively, responsible for servicing legacy owners via the phone or email to provide an array of ownership change services and plays an instrumental role in delivering a positive customer experience.

Principal Duties and Responsibilities

• Assist owners with questions about their legacy ownership and provide them with their options regarding ownership changes including, but not limited to, relinquishment, transfers, name changes and data changes.
• Provide accurate information about our company and services all while maintaining a high-level of professionalism.
• Accurately record details of calls, including customer inquiry details and follow-up requirements, in company database.
• Assist with scanning, electronic filing, drafting/mailing deeds for signature, recording deeds and any other duties as assigned.
• Role may be facilitated via engagement through phone, email, outbound and chat channels as business needs require.
• Expected to be a role model for Capital Vacations Core Values and be a strong team player.
• Agents must type at least 30 words per minute.
• Agents must be able to multitask throughout their shift seamlessly.
• Must be able to work a variable shift and flexible hours and days.

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/GED/some college preferred.
• Prior experience in telemarketing, sales, or customer service.
• Timeshare/Deed/Title experience preferred but not required.
• High level proficiency with Microsoft Office applications, moderate proficiency in MS Excel.

Skills, Knowledge and Abilities:

• Ability to work both in a team and independently.
• Excellent organizational skills and ability to multi-task/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-paced office environment.
• Excellent communication and time management skills.
• Bilingual is a plus.
• Ability to work with a high level of professionalism at all times.
• Flexible schedule.

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