Sr Specialist Loyalty Experience

Through the mission and values of HGV,the Sr Loyalty Experience Specialist  is responsible for providing excellent owner and member customer service primarily  for our top tier loyalty members in an omni-channel, contact center environment, while efficiently administering and promoting program offerings and benefits and driving out the goals and vision of the organization.

As a Sr Loyalty Experience Specialist, you will be responsible for driving company success by performing the following tasks to the highest standards:

• Handle inbound and outbound contacts in an omni-channel contact center customer service environment serving Owners and Members while efficiently identifying customer’s needs, clarifying information, research member concerns and provide solutions.      Contacts can be initiated by phone calls, chats, or electronic communications.
• Handle inbound and outbound contacts in all additional Club skills and membership types for 2 or more Club products (HGV, HVC, or Bluegreen)
• Provide comprehensive one-on-one assistance primarily to Loyalty Tier Members to include scheduling initial welcome calls and continued services based on members’ needs.
• When required, complete welcome calls and e-mails to Loyalty Tier Members within 48-hours of case being opened to build rapport and foster an ongoing personalized relationship
• Answer inbound contacts and answer inquiries aimed at educating our owners and members regarding all program options, benefits and self-service opportunities.
• When required, communicate with resorts to inform of pre-arrival calls of upcoming Loyalty Tier Member’s arrivals and stay-related-requests.
• When required, performs post-arrival calls to ensure Loyalty Tier Member’s stay went as planned.
• Assist owners with lower-level challenges and provide resolution using our Spirit of Service techniques and empowerment tools provided.
• Generate interest in special services such as cancellation protection and promotional opportunities available when applicable.
• Interact with internal customers and maintain relationships with business support departments.
• Transact maintenance fee payments, loan payments, payoffs, and Club assessments when applicable.
• Provide assistance confirming reservations with applicable points while providing comprehensive information about the resort/hotel, utilizing numerous software applications during this process for applicable owner/members.
• Provide comprehensive program education to Member and assist them with online registration, website and mobile app navigation and self-serve opportunities available through the club branded website and mobile app.
• Initiate outbound telephone calls and e-mails to members and owners to encourage usage of program, notification of weather alerts, and special programs or promotions to drive arrivals into our resort destinations.
• Maintains knowledge of and follows customer information and data security processes at all times.
• Adhere to, meet, or exceed all performance metrics, KPI’s and goals as defined by departmental 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.
• Perform any reasonable request by management that supports the department’s mission and goals.