Interpersonal Skills: Customer Service Orientation, Diversity Relations, Teamwork, Influence 

Communication: Listening, English Language Proficiency, Telephone Etiquette, Applied Reading 

Analytical Skills: Learning  

ESSENTIAL FUNCTIONS 

• (Job Specific Duties) 

• Cross verifies Interval Options worksheets submitted by agents, for accuracy of information.  

• Handles all emails for credit card declines and follows up with members for alternate FOP(form of payment) 

• Makes manual updates to FOP(form of payment) as required. 

• Handles resort declines and verification issues - Contacts member to advise. 

• Provides support to front-line agents and management team with Interval Options question and related issues.  

• Revises upcoming payments.  

• Contacts vendors in reference to any issues with payment.  

• Provides support to Travel Customer Service with incoming call volume. 

• Works closely with Invoicing Team regarding any Interval Options additional services charges.  

• Add-ons – Invoice additional changes that affect final pricing and email an updated invoice to member. 

• Handles any Interval Options changes, cancellations and rebooks. 

• Cancellations/Adjustments – process cancellation and or adjustments by issuing a report to Travel Finance, and re-invoicing when applicable. 

• Prepares CSR (Customer Service Refund) forms  

• Responding and reporting per area of responsibility using our KANA e-mail platform 

• Distribute work to the Travel Customer Service team, work on KANA(e-mail platform) when necessary 

• Works closely with Travel Finance to verify payment amounts due to and from vendors 

• Reviews Interval Options pending verification report from our BI (Business intelligence) dashboard; provides data to Travel Management for agents to follow-up or completes the process in the absence of an agent or time constrains. 

• Update Business Objects report with cancellations separated by Hotel Exchange, Disney Hotel Exchange, LTP and Cruises 

• Prepare Updated Business Objects report to Operations Research for agent incentive 

• Reviews, updates and submits Payable reports to Travel Finance/Operations by set deadline 

• Answering calls from members inquiring about more details on the Interval Options program 

• Provides excellent customer service as well as educates member on our Interval Options processes and available options 

• Responsible for answering emails from customers with inquiries on additional details on Interval Options. 

• Resolves Customer Service issues at a Supervisory authority level 

• Analyses problems giving careful attention to cost implications of compensation, and reaches an independent decision for resolution 

• Reaches decisions on resolutions by analyzing the issue at hand and leveraging II and Vendors T&C. 

• Reaches decisions by leveraging agency status and relations with vendors. 

• Interacts with related department to complete complex verification issues and/or day to day processes (MARS, Sunset Finance and Travel Finance, Disney). 

• Creates and follows-up on any CTS (Complaint Tracking System) tickets for any Interval Options related customer service issue 

• Updates and closes CTS (Complaint Tracking System) tickets as resolution is completed 

• Act as a liaison with Resort representatives on sensitive verification challenges, with the goal of satisfactory member experiences. 

• Provides technical assistance to both internal staff and members on completing an Interval Option transaction. 

• Maintains in-depth knowledge of all travel products offered by Interval to explain product benefits to members in ways that addresses their problems 

• Communicates the need for a corporate card payment to management to avoid cancellations and increases in price. 

• Monitor the fluctuation of the week/points value during the verification process. 

• Monitors the fluctuation of the cruise rates and updates working systems and files as well as Finance with necessary adjustments and refunds. 

• Acts as a liaison between travel department and our Vendors. 

• Review and maintain Interval Options invoicing queue – for resending updated invoices to members. 

• Managing Option 10k; interaction with member and system updates 

• Update after verification process increases the supplemental fee 

• Update with subsequent payments and changes made directly with cruise line, before updated email is sent. 

• Handle system alert of discrepancy in final payment due amount 

• Interaction with International offices to complete Interval Options transactions  

Knowledge, abilities and skills  

• Communication 

• Communicate via telephone using appropriate telephone etiquette established for the travel department. 

• Speak to members and coworkers using clear, appropriate, and professional language.  

• Talk with and listen to other employees to effectively exchange information.  

• Aids coworkers, ensuring they understand their tasks. 

• Ability to handle multiple systems simultaneously, along with proficiency in reading, writing and comprehension. 

• Must possess a minimum of one year of previous Exchange and Travel industry (cruises, Hotels and tours) experience 

• Must have a minimum of one-year experience of Amadeus application. 

• Must be computer literate and possess basic knowledge of Windows, Excel and Word. 

• Must be extremely detailed oriented and possess excellent organizational skills. 

• Must be able to manage time and meet deadlines 

• Must be able to communicate effectively, both orally and in writing. 

• Must be able to comply to work in a flexible schedule. 

• Must possess excellent customer service skills. 

• Must be able to handle multi tasks.  

• Must be able to work well under pressure. 

• Must be able to work independently, with minimal supervision.   

• Working With Others 

• Support all coworkers and treat them with dignity and respect.   

• Develop and maintain positive and productive working relationships with other employees and departments.   

• Handle sensitive issues with employees and/or members with tact, respect, diplomacy, and confidentiality. 

• Quality Assurance/Quality Improvement 

• Complies with quality assurance expectations and standards. 

• Policies and Procedures 

• Maintain confidentiality of proprietary materials and information.   

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures.   

WORK ENVIRONMENT 

Work Area Expectations: 

• Frequently Asked to Perform the Following 

• Lift/Carry/Push/Pull Items that Weigh up to 10lbs. 

• Use of Computer, telephone, and other office equipment 

• Stand 

• Walk 

• Sit 

• Work a schedule that includes specific shifts and hours. 

• Occasionally Asked to Perform the Following 

• Lift/Carry/Push/Pull Items that Weigh up to 50lbs with assistance. 

• Exposure to high levels of noise 

• Climb Stairs 

• Bend 

• Stoop 

• Crouch 

• Reach 

• Grasp 

• Never Asked to Perform the Following 

This job description includes the essential functions, job requirements, and minimum standard of work expected from an associate in this position. Associates are expected to perform all other reasonable duties as assigned by Supervisors, Leads, or Managers to meet guests’ and Owner’s needs or business objectives, including any reasonable duties not expressly stated in this job description. In addition, the associate is expected to follow the employer’s standards, policies, and procedures issued in other media, e.g., associate handbook, Company Intranet, Marriott Vacations Worldwide training videos, and Company Memos. Employment is at will, and this job description is not intended to create an offer, contract, or guarantee of employment. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.