In-Office Customer Service Representative

Training Pay starting at $15/hr

SCHEDULE:Full-Time opportunities

• Training M-F 8:30 AM - 5 PM
• After training 8:30-5pm or 9:30-6pm

Purpose:

Performs Customer Service with assigned case load and company standards and requisite. The position requires a brand service ambassador who is a product and service expert. May be needed to assist on phones or with special projects or initiatives per business needs. All assigned cases must be administered to protocol; when cases are assigned to the Specialist owners are reached out to within 72 hours and the case closed with resolution within seven (7) days.

What Capital Vacations can offer YOU:

• Great hourly pay and opportunity for professional GROWTH
• Year-round work at a company with a NATIONAL presence!
• Medical, Dental, and Vision Insurance options
• 401(K) contribution after 90 days
• Paid Life insurance, short-term and long-term disability, and MORE
• Flexible Spending Account
• Paid Time Off & Holidays
• Discounted vacation stays

Principal Duties and Responsibilities

The position of Customer Service Specialist provides Customer Service to owners along with formally responding to regulatory entities.

• Administer escalated calls and emails
• Administer Sales issues to resolve including three-way call resolution with owners, sales and the case leader
• Well versed in Products and Services
• Create escalated owner’s file which consists of notes, contracts, recording notes, and all correspondence that pertains to that owner for case administration
• Listen and review an owner’s contract closing along with taking detailed notes
• Communicate in a professional manner with Capital Vacation’s in-house attorneys
• Conduct due diligence and answer BBB complaints within company established guidelines
• Answer the BBB “We Care” phone line Monday – Friday 9am – 5pm
• Answer AG complaints post due diligence and within company established guidelines
• Answer owner letters
• Answer attorney letters
• Research accounts, calculate and quote Graceful Exits
• Maintain case load and close with resolve within 7 business days
• Touch each case with a customer reach out within 72 hours from assignment and close within 7 business days
• Perform due diligence on owner’s accounts with research, care, and service
• Prepare cancellations of membership
• Verification of debt
• Scribe letters and responses to correspondence in a professional manner
• Provide education on benefits and use to service the ownership; problem solve and service owners to a high level of satisfaction
• Ability to administer multiple and concurrent tasks in a deadline of case administration
• Perform Verifications on new business for Moments to Memories
• Represent Customer Service while performing Call Resolution with owner and Sales Management
• Support Owner Services with phone coverage when needed
• Any other request made by management

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:

• 1 year of Customer Service experience
• 1 year Call Center experience
• Proficiency with Microsoft Office applications, High proficiency in MS Excel (Required)
• Clerical experience
• A strategic mindset to research and problem solve
• Experience working with Owners in a timeshare or call center atmosphere is a plus
• Knowledge in Time Share Ware is a plus
• CV Owner Services experience a must/plus

Skills, Knowledge, and Abilities:

• Strong analytic, problem-solving skills to pinpoint issues and identify solutions
• Strong written and verbal communication skills
• Able to articulate, wordsmith and meet deadlines
• High end customer service skills
• Flexible schedule – Ability to work holidays and weekends are a must
• Competent working with Word, Outlook, and Excel
• Work well with team members to work through new programs and procedures