External- Hotel Exchange Support Advisor

Department:       Travel Services

Status:                  Non-Exempt

Grade:

Reports to:           Cruise Supervisor

This position is responsible for receiving and responding to all correspondence received via phone and e-mail, from members and non-members, as well as providing technical assistance to consumers using Interval’s website to obtain information or conduct Hotel consumer transaction. Work with multiple Travel industry platforms.

Duties and Responsibilities

•   Consults with appropriate departments or individuals for problem resolution.
• Resolves customer service issues at a supervisor authority level.
• Performs transactions in the Timeshare dedicated software.
• Provides information for Supervisor’s questions related to all of Interval’s websites.

• Acts as a liaison between the consumer and internal departments that interact with the Hotel program.
• Deliver service and support to end-users via the phone
• Interact with customers to provide and process information in response to different hotel programs.
• Research required information using available resources, and related systems
• Follow standard processes and procedures, T&C and Q&A
• Identify and escalate priority issues
• Accurately process and record call transactions using a computer and designated tracking software
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organize ideas and communicate verbal messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Training offered to stay current with system information, changes and updates
• Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
• Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
• Performs other related duties as required

Knowledge, Abilities, and Skills

• Hotel industry experience
• Training for Timeshare Exchange and call center sales
• Must be able to communicate effectively both in writing and orally.
• Must be able to set priorities, manage time, and meet deadlines.
• Must be detail oriented and possess excellent organizational skills.
• Must possess excellent customer service skills.
• Must possess the ability to create accurate, error-free work.
• Must be able to work shifts and weekends.
• Proper phone etiquette
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict

Physical Requirements

• Sitting, speaking on the telephone, looking at the PC monitor, and typing for extended periods of time.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.