Club Agent I (Call Center)

Location
Orlando, Florida
Salary
Hourly
Posted
Aug 03, 2021
Closes
Oct 02, 2021
Ref
SP-0000RF
Industry
Hospitality
Contract Type
Permanent
Hours
Full Time
Career Level
Entry Level

Under general supervision, the Club Agent I is responsible for providing a superior level of service to all tiers and/or levels of members of THE Club® and owners of Diamond Resorts International®, while serving as the point of contact for all servicing requests including, but not limited to, booking resort reservations, processing payments, upselling products of THE Club®, achieving all related metrics and answering general account questions for all members of THE Club®.

 

ESSENTIAL JOB FUNCTIONS

  • Serves as overall point of contact for member’s account information.

  • Creates, modifies, and cancels resort reservations and exchanges.

  • Processes member account/reservation payments.

  • Updates member account information.

  • Educates members on benefits of THE Club®.

  • Completes detailed notes in comments area of member account after each interaction.

  • Researches and resolves concerns and questions raised by members.

  • Provides information to members as it relates to their account.

  • Maintains expected reservation productivity including inbound and outbound reservations.

  • Meets or exceeds required departmental expectations to be eligible for incentive programs.

  • Identifies multiple membership products and services.

  • Upsells and books tours for prospective and current owners.

  • Consistently demonstrates how We Love to Say Yes™ and maintains the highest standards of professionalism when interacting with management, fellow team members and members.

  • Handles blended inbound and outbound calls.

  • Upsells various products for  THE Club®.

  • Completes all required Company trainings and compliance courses, as assigned.

  • Adheres to Company standards and maintains compliance with all policies and procedures.

  • Performs other related duties, as assigned.

 

EDUCATION

  • High School Diploma or equivalent.   

 

EXPERIENCE

  • A minimum one (1) year of experience in the sales, customer service and/ or call center field required.

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