Call Center Agent Pre-Arrival

Job DescriptionWhat will I be doing?As a Call Center Agent Pre-Arrival you would be responsible for executing your position’s responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards.* Proactively conduct outbound calls to all eligible guests/owners staying at Hilton Grand Vacations and offer the opportunity to preview property through a direct booking of timeshare appointments prior to the guest arrival* Manage and maximize call list provided and make required number of outbound phone calls per day to meet production requirements as well as executing on all inbound and outbound calls each work shift* Review production reports and participate in trainings to meet required threshold of performance expectations on a regular basis* Sell local tours and activities while performing exceptional vacation planning concierge services* Adhere to gifting list procedures to ensure monthly cost budgets are met* Complete all daily required paperwork accurately and timely* Utilize all approved technology to book tours & activities, timeshare presentations, and complete concierge related tasks* Accurately disposition all lead calls in a timely manner* Distribute approved collateral and materials* Compile with all policies and procedures outlined for your department and area of responsibility* Proactively works with management to resolve any customer related challenges that may arise* Willing and able to complete any reasonable request from managementWe offer an excellent benefit package to our full-time Team Members that include medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and extraordinary travel benefits!QualificationsWhat are we looking for?1+ years of customer service experience on the phoneBasic reading, writing, and arithmetic skillsStrong interpersonal guest relations, and etiquette skillsThorough understanding of the local area, restaurants, sightseeing, locations, directions, and optional toursAbility to handle multiple tasks and balance prioritiesAbility to work independently as well as in a team environment and have critical thinking skillsProficient use of computers with the ability to learn customer service software applicationsAvailable to work varying days and shifts, including weekends and holidaysHigh school diploma or equivalentWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.