Customer Service Sales Liason II - Continuous Learning Opportunities

Holiday Inn Club Vacations look for individuals who excel in their role and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success, and build relationships? We’re looking for people like this to join our friendly, engaged, professional team.

POSITION DESCRIPTION:

This position will be responsible for representing Holiday Inn Club by providing pre/post sale support to the Sales division and new owners. Meets with new and existing Club owners during and after the sales process and provides one-on-one education regarding the Holiday Inn Club program. This role will require the use of discovery questions to partner with the owner whose account may be in suspense or pending status to tailor conversation/education to provide guidance for Holiday Inn Club membership while simultaneously supporting Sales. As a Club Liaison, you will also perform the functions of a Holiday Inn Club Vacation Counselor in our vacation planning center by providing excellent real time face-to-face and over the phone servicing to book and confirm reservations while maintaining the integrity of the purchase. The Club Liaison will need to be able to overcome objections with positive positioning and promotion of benefits of the program. Individuals in this position are empowered to make exceptions to Club/RCI policies and normal practices to achieve member satisfaction. Also, partners with sales to address any trends or objections in effort to ensure owner satisfaction and may be called upon from time to time to perform other customer service functions.

ESSENTIAL DUTIES AND TASKS:

• Provides outstanding Customer service by using strong communication skills.
• Displays impeccable knowledge of the Holiday Inn Club program and Holiday Inn Club member resorts. Maintains all function/capabilities of a Vacation Counselor in order to handle questions and perform member accounting services with existing technology systems with a high level of accuracy.
• Utilize sound judgment and problem-solving ability to ensure customer satisfaction. Works independently and effectively manages time.
• Participates in team meetings and on-going training as directed.
• Manages the distribution of all resale club eligibility documents including collection of all applicable fees.

EDUCATION and/or EXPERIENCE:

• Previous reservation and customer service experience in Holiday Inn Club call center preferred.
• Holiday Inn Club Partner booking experience preferred.
• 6 months of timeshare sales experience preferred.
• Bilingual preferred but not required.

QUALIFICATIONS:

• Requires excellent interpersonal skills.
• Has proven ability to handle escalated service calls/issues.
• Must demonstrate a commitment to customer service.
• Must possess outstanding time management and prioritization skills.
• Must possess strong verbal and written communication skills.
• Must be able to react and adapt to changes and priorities.
• Must be detail and results oriented.
• Must be able to work independently.

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.

WORK SCHEDULE/HOURS:

Schedules will vary depending on business needs, and may entail working nights, weekends, and holidays. Must be flexible to work outside of departmental operating hours.