Owners Services Specialist (Customer Service)

Under supervision, the Owner Services Specialist is responsible for providing exceptional customer service to Owners through phone and email interactions and processing various transactions including home use reservations, exchange program transactions, maintenance fee and other payment transactions, and providing general assistance to enable Owners to maximize their usage and enjoyment of their ownership.   

ESSENTIAL JOB FUNCTIONS

• Services a large volume of inbound and outbound calls and emails from Owners, and processes various transactions in Clarity and other systems with accuracy and attention to detail per established policies and procedures, delivering exceptional customer service in a friendly, personalized manner.

• Provides accurate, comprehensive information about Diamond Resorts products and services; and proactively offers various products and services to enhance Owners' usage and enjoyment of their ownership.  Uses personalized discovery and conversion techniques to maximize transactions that generate Company revenue and Owner satisfaction.

• Maintains knowledge of and follows customer information and data security processes at all times.

• Responds to Owner emails and requests for call-backs within established response time standards.

• Takes personal ownership to resolve issues and/or complaints by thoroughly researching the issue, identifying solution options, escalating to a Supervisor as applicable per established policies and procedures, and following up to ensure resolution is implemented in a timely manner.

• Embraces departmental standards for quality and accuracy in all job functions, follows established processes, and willingly accepts ongoing feedback and coaching to meet and/or exceed expected performance standards consistently on an ongoing basis.

• Maintains and expands job knowledge and skill development by actively participating in departmental and Company training programs and educational opportunities.

• Proactively participates in team meetings and feedback sessions.

• Proactively advises Supervisor of issues with computer equipment, reservations system, phone system and other systems immediately to support maximum efficiency and productivity.

• Follows call adherence standards and manages time effectively for maximum efficiency and productivity.

• 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.