Platinum Agent I (Call Center)

Under general supervision, the Platinum 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®, specializing in assisting Platinum Elite members of THE Club® while serving as the point of contact for all servicing requests including, but not limited to, booking resort and travel related reservations, processing payments, upselling products of THE Club®, achieving all related metrics and answering general account questions for members.

ESSENTIAL JOB FUNCTIONS

• Provides a superior level of customer service to Platinum Elite members and owners.

• Responsible for handling blended inbound and outbound contacts including calls, chats and emails.

• Performs other functions including, but not limited to, booking, modifying, cancelling resort reservations and exchanges, processing payments and educating members on benefits of THE Club®.

• Researches and uses empowerment to resolve concerns and questions raised by members.

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

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

• Practices and maintains the highest standards of professionalism when interacting with members, team members and management.

• Identifies multiple membership products and services that the Company offers.

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

• Maintains expected reservation productivity including inbound and outbound reservations.

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

• Upsells various profitable products for THE Club®.

• Upsells and books tours for current owners, members and guests.

• 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.