Discovery Program Specialist

Job Description

This role supports the day to day operations of the Exit Operations department. This role also handles all administration functions associated with the Discovery Service Team and provides daily support to the field Discovery teams. 

Essential Job Functions

• Responsibilities include, but are not limited to:
• Provide reporting support.  Support, input and track leads for the Discovery Service Team (DST) sales agents. Complete month-end DST sales reports (tracking all key sales drivers), which are used for sales rep performance management, month-end Payroll calculations, as well as Elite Club reporting. - 50%
• Provide analytical work to assess performance of programs and to identify areas of opportunity and need. Create and manage statistics around outbound and inbound calls handling activity. Gather data on sales related concerns, tracking and reporting trends to management as needed. - 20%
• Work with cross functional departments to ensure clear communication and efficient operations of the trial programs. - 10%
• Manage the Discovery Sales Team on-boarding and training program components, including Salesforce system training, for all agents supporting both Club Wyndham and WorldMark Discovery. - 10%
• Manage sales collateral, directories and legal documents to ensure all items are current and up to date. - 5%
• Document and maintain process flows and identify and develop efficiencies for all trial programs. - 5%

Travel Requirements

This position does not require travel. 

Qualifications

Minimum Requirements and Qualifications

State the specific levels of the following that are needed to perform the minimum duties of the position. 

(e.g. college degree, 3-5 years public accounting experience, CPA)

 Education

• High school degree of completion of GED is required. 

Training requirements

• N/A

Knowledge and skills

• Must be a product expert on all aspects of the Club Wyndham, WorldMark Discovery and Shell Vacations Club programs.
• Ability to express superior customer service to every internal and external customer.
• Excellent oral and written communication skills
• Ability to solve customer concerns or complaints while balancing Company needs and member satisfaction.
• Ability to remain calm and show poise even in stressful situations
• Ability to overcome objections
• Outstanding analytical problem-solving skills
• Ability to work independently, maintain strong organizational processes and ability to meet deadlines
• Must possess a positive attitude and be a team player to work collaboratively across departments. 

Technical Skills

• Proficient in Microsoft Office and its programs
• Ability to type 40 words per minute
• Proficient in Mainframe
• Proficient in Iris
• Proficient in Salesforce
• Proficient in BRIO
• Proficient in Epiphany
• Proficient in CRS

Job experience

• 2-5 years of customer service or sales
• 1-2 years of call center experience
• Knowledge of Club Wyndham and WorldMark resorts and guidelines

Unless there is a legal requirement, experience will be accepted for the education requirement.