Owner Services Agent
Marriott Vacations Worldwide

San Marcos, California


Job Description
Purpose:

This position you will work from home

The Call Center Agent in Owner Services will be an integral team member creating distinctive and authentic experiences for owners/guests. You will provide consistent, positive, professional and timely responses to owners/guest with reservations, inquiries, cancelations, challenges and cross-sell when possible to maximize revenue.

Essential Duties and Responsibilities (other duties may be assigned):

  • Service inbound calls from owners/guests, identifying their needs, providing options/solutions, enthusiastically with a smile
  • Handle an average of 25 incoming calls per day. (average call handle time: 15 minutes per call)
  • Administers booking reservations, processing changes, cancelations, point accruals, vacation exchanging
  • Use multi-channel communication methods; phone, email, written, and chat
  • Navigate through multiple systems simultaneously to assist and resolve owner questions/needs.
  • Maintain continued and current knowledge of:
    • 4 Welk ownership types
    • Approximately 20 variations of ownership contracts
    • 4 VIP Platinum Tiered ownership levels
    • Ownership booking windows and restrictions, vacation exchange requirements and rules, and other policies and procedures
    • 7 Welk Resort property locations, unit amenities, resort activities, recreation center locations and amenities.
    • 16 Experiences Collection property locations, unit amenities, resort activities, recreation center locations and amenities
  • Responsible for processing payments of maintenance fees, Vacation Guard, spa/meal plans, room upgrade fees, and promotions
  • Responsible for documenting caller inquiries in the appropriate systems, ensuring notes are clear and concise with accurate information obtained during the call
  • Provide education to owners regarding utilization of Owner's Lounge, Experiences by Welk, and RCI exchange platforms
  • Resolve escalated challenges immediately to ensure proactive resolution through interaction and collaboration with other departments/business partners.
  • Meets or exceeds daily, weekly and monthly call center target goals: processing time, post processing time, number of calls handled, handled talk time, average speed of answer
  • Actively cross-sell products and services; track in accordance with policies
  • Make outbound calls to owners/guests to provide additional information
  • Researches all areas of the Company to ensure full knowledge of business
  • Flexibility with work days and hours, works schedules vary to reflect business needs
  • Adheres to Company standards, maintains compliance with all policies and procedures, including time keeping, punctuality, and attendance policies.
  • Maintain confidentiality of proprietary information
  • Participate/completes Company training sessions for growth and development opportunities
  • Promote positive morale and teamwork within the call center
  • Performs all other duties as assigned.
Education and/or Experience:
  • High school diploma or equivalent
  • Call center experience a plus


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