Agent New Member Journey

Working at HGV...

Discover a grand career with Hilton Grand Vacations where you will be welcomed into an inspiring environment in which a diverse team of Team Members supports one another, and stands out for who they are and what they contribute to the team. Team members take pride in providing our guests and owners with five-star vacation experiences.

About the role:

As a Guide, you would service all aspects of New Member Journey including product mastery, providing outstanding customer service, and first-level member support.

Key Responsibilities:

• Handle and take membership for assigned new member accounts by engaging new members and providing education and support through high-touch servicing and proactive communication during their first year of ownership
• Assist new members with their New Member Journey travel and at times, offer a New Member Journey package. Educate, encourage and help new members book their Hilton Signature Vacation, when applicable.
• Utilizing dialer software, proactively reach out to new members, accept inbound calls and chat services, providing personalized education and vacation consultation, driving swifter engagement.
• Adhere to specific Member/Club guidelines to ensure high customer care satisfaction.
• Assist and service members with maximizing their HGV membership.
• Performance-based motivation coupled with a high level of customer care skillset.
• Must be extremely proficient in the HGV timeshare product, including but not limited to; resort locations, features and services, owner benefits, available tools, website navigation, and marketing and sales promotions.
• With training, must acquire and maintain a detailed understanding about changes and/or enhancements to the Dialer and Booking platforms.
• Helping members maximize vacation experiences by selling additional vacation enhancements, such as room upgrades, additional nights or retail experiences.
• Ensure member expectations are met and surpassed by adhering to approved scripting guidelines, usage of owner benefit toolbox and resources available for escalation.
• Accurately update all systems of record, including dialer, booking system, timekeeping, etc.
• Accurate handling of the dialer system to improve performance and productivity.
• Adhere to daily schedule as assigned by leadership.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

Why Team Members Love Working Here?

• Driven base pay plus monthly performance incentives
• Get your earned pay any time before payday through DailyPay*
• Medical, Dental, and Vision benefits starting on Day One
• Generous Vacation Time Off Program and Paid Sick Time
• GO Hilton Discounted hotel rates worldwide
• Tuition reimbursement programs
• Recognition Programs and Rewards
• Internal Growth and Career Pathing

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• Call Center / Telemarketing
• Microsoft Office Suite
• Ability to work a variable schedule
• Excellent phone etiquette with the ability to multi-task with computer and phone.
• Good organizational skills
• Basic computer

In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:

Detail-oriented problem solver, with excellent negotiation skills and a keen ability to isolate and overcome objections.

· Professional and friendly demeanor.

Good verbal and written communication skills and ability to effectively communicate with customers from diverse backgrounds.

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.