Building and Maintaining Customer Base 

• Answer Owner questions regarding the use of properties and location amenities; make recommendations given the background information obtained on the owner through discovery. 

• Follow up on referrals/leads from Owners. 

• Fulfill requests from Owners or prospects regarding pricing, property maps, property descriptions, room locations, and portfolio/network information. 

• Contact Owners to monitor satisfaction, make them aware of upcoming promotions, and develop business opportunities (e.g., reloads, referrals). 

• Develop and maintain records on customer contacts and use that information to support effective follow-up opportunities. 

• Monitor contract processing to minimize rescission decisions, provide comprehensive owner assurance, and ensure timeliness of closings. 

Giving Sales Presentations 

• Follow and adhere to the Consultative Sales Process when presenting to Owners and guests. 

• Establish trust with the prospective owner and Owners throughout the entire sales process to build ongoing rapport. 

• Discover the needs of prospective owners and Owners through a series of strategically layered questions/discussions and utilize the information to customize the sales presentation. 

• Provide prospective owners and Owners a Sales Gallery, Property, and Model tour specific to their sale distribution site. 

• Explain the features, advantages, and benefits of the product and advocate the appropriate amount of points to accommodate the prospective Owners and Owners' current and future vacation needs. 

• Complete and close the sales contract process by ensuring all required/legal paperwork and documents are signed and notarized. 

• Practice and continue to develop and improve sales script and presentation. 

• Ensure a clear understanding of financing options and present as an approach to ownership. 

• Prepare for daily appointments/tours (e.g., review tour sheet, owner history, presentation details, etc.). 

• Follow up face-to-face guest interaction with email, phone, or mail correspondence and facilitate the use of Vacation Ownership Advisor. 

• Answer Owner and customer questions regarding product information, servicing issues, construction work, financing, maintenance, repairs, and appraisals. 

• Use, demonstrate, and/or coordinate virtual tour (eTour) software for guests. 

Conducting and Managing Business Transactions 

• Assure complete and accurate processing of documents pertaining to sales. 

• Review details of contracts with prospective owners and Owners once they decide on a purchase. 

• Thoroughly review loan applications and financial documents with the customer and ensure completed properly. 

• Work with Sales Management to minimize cancellations, provide comprehensive owner assurance, and ensure timeliness of closings. 

• Analyze problems and formulate a strategy and plan to overcome challenges of getting work done quickly with a high degree of quality. 

• Complete the purchase summary worksheet at the end of each sale. 

• Reach out to and influence Legacy Owners and Every Other Year (EOY) Owners to enroll, upgrade, and maximize all reload opportunities. 

Providing Service to Others 

• Respond to and monitor the resolution of customer and Owner inquiries in a timely manner with accurate information. 

• Leverage resources for providing service to guests and Owners (e.g., Vacation Ownership Advisors) in an effective manner. 

Other Daily Tasks & Expectations 

• Manage time effectively to punctually attend daily team meetings, training sessions, and guest/Owner appointments. 

• Have bold persuasion skills. 

• Excellent phone communication skills and/or interpersonal skills in interacting with guests. 

• Demonstrate a total understanding of the culture and processes of the organization. 

• Improve sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Manager Coaches, Guests, Owners). 

• Participate in formal training sessions offered by the management team. 

• Maintain an awareness of current events (e.g., news, sports, pop culture) and information on site locations to enable and promote customer relationship building. 

• Understand and abide by state and federal regulations around all sales and/or marketing activity (i.e., Do Not Call Lists, State registrations, Exemptions, etc.). 

WORK ENVIRONMENT 

Work Area Expectations: 

• Frequently Asked to Perform the Following 

• Lift/Carry/Push/Pull Items that Weigh up to 10lbs without assistance. 

• 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 

• Drive a Golf Cart and/or Company Vehicle 

• Climb Stairs 

• Bend 

• Stoop 

• Crouch 

• Reach 

• Grasp 

Site Specific Requirements 

• (Items to be consulted with HR Partner)  

• Operate company vehicles following our company policies and standards (including but not limited to golf carts).  

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, 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. We are an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.