VIP Roadshow Guest Love Journey Agent

POSITION OVERVIEW:

This position will be responsible for providing superior customer service to all marketing package guests at all touch points. These can include standard phone & escalation calls, emails, or text. The position will also be responsible for administrative support functions including but not limited to what is outlined below.

ESSENTIAL DUTIES AND TASKS:

• Contacting all event and Roadshow bookings to complete a prearrival confirmation call. Insuring guests still meet all qualifications & will review important requirements regarding their upcoming event/reservation/tour. Calling guests with event /Roadshow reservation that have delinquent balances on their accounts
• Contacting compliance fails to cancel package or change package type.
• Contact all guests that did not show up to their marketing presentation and try to reschedule them.
• Conduct “call reviews” of marketing packages submitted by management to review compliance and or guest issues.
• Managing data clean up in the systems to ensure that the tours and rooms are booked properly.
• Assist management with special projects as necessary.
• Responsible for deescalating upset guest & ensuring an agreeable resolution to their issue.
• Take payments & provide refunds where needed.
• Take calls and produce tours as needed.

QUALIFICATIONS:

• Minimum two years’ call center experience/admin preferable.
• Must have excellent verbal and written skills.
• Timeshare/hospitality background preferred.
• Must be able to work a variable schedule, including evenings and weekends, based on call center needs and be enthusiastic and energetic.
• Must possess advanced data entry and word processing skills.
• Must have the ability to look up dates and provide event/reservation/Roadshow quotes, while servicing guest the guest on the phone. Inputting accurate notes pertaining to guest contact and or needs.
• Requires superior organizational and tracking skills with the ability to navigate through the Internet & multiple systems, while on the phone with the guest.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.