Owner Services Agent
Marriott Vacations Worldwide

Job Description
Purpose:

This position you will work from home

The Call Center Agent in Owner Services will be an integral team member creating distinctive and authentic experiences for owners/guests. You will provide consistent, positive, professional and timely responses to owners/guest with reservations, inquiries, cancelations, challenges and cross-sell when possible to maximize revenue.

Essential Duties and Responsibilities (other duties may be assigned):

• Service inbound calls from owners/guests, identifying their needs, providing options/solutions, enthusiastically with a smile
• Handle an average of 25 incoming calls per day. (average call handle time: 15 minutes per call)
• Administers booking reservations, processing changes, cancelations, point accruals, vacation exchanging
• Use multi-channel communication methods; phone, email, written, and chat
• Navigate through multiple systems simultaneously to assist and resolve owner questions/needs.
• Maintain continued and current knowledge of:
  • 4 Welk ownership types
  • Approximately 20 variations of ownership contracts
  • 4 VIP Platinum Tiered ownership levels
  • Ownership booking windows and restrictions, vacation exchange requirements and rules, and other policies and procedures
  • 7 Welk Resort property locations, unit amenities, resort activities, recreation center locations and amenities.
  • 16 Experiences Collection property locations, unit amenities, resort activities, recreation center locations and amenities
• Responsible for processing payments of maintenance fees, Vacation Guard, spa/meal plans, room upgrade fees, and promotions
• Responsible for documenting caller inquiries in the appropriate systems, ensuring notes are clear and concise with accurate information obtained during the call
• Provide education to owners regarding utilization of Owner's Lounge, Experiences by Welk, and RCI exchange platforms
• Resolve escalated challenges immediately to ensure proactive resolution through interaction and collaboration with other departments/business partners.
• Meets or exceeds daily, weekly and monthly call center target goals: processing time, post processing time, number of calls handled, handled talk time, average speed of answer
• Actively cross-sell products and services; track in accordance with policies
• Make outbound calls to owners/guests to provide additional information
• Researches all areas of the Company to ensure full knowledge of business
• Flexibility with work days and hours, works schedules vary to reflect business needs
• Adheres to Company standards, maintains compliance with all policies and procedures, including time keeping, punctuality, and attendance policies.
• Maintain confidentiality of proprietary information
• Participate/completes Company training sessions for growth and development opportunities
• Promote positive morale and teamwork within the call center
• Performs all other duties as assigned.

• High school diploma or equivalent
• Call center experience a plus