Job Summary:

Under supervision, the Customer Care Advisor is responsible for providing exceptional customer service to Owners through phone and email interactions and processing various transactions including owner usage reservations, exchange program transactions, maintenance fee and other payment transactions, and providing general assistance to enable Owners to maximize their usage and enjoyment of their ownership.  

Job duties and responsibilities:

• Services a large volume of inbound and outbound calls, including returning voicemails and emails from Owners, and processes various transactions in Salesforce and other systems with accuracy and attention to detail per established policies and procedures, delivering exceptional customer service in a friendly, personalized manner.
• Provides accurate, comprehensive information about all resorts and Vacatia products and services; and proactively offers various products and services to enhance Owners' usage and enjoyment of their ownership.  Uses personalized discovery and conversion techniques to maximize transactions that generate Company revenue and Owner satisfaction.
• Maintains knowledge of and follows customer information and data security processes at all times.
• Responds to Owner emails and requests for call-backs within established response time standards.
• Takes personal ownership to resolve issues and/or complaints by thoroughly researching the issue, identifying solution options, escalating to a Manager as applicable per established policies and procedures, and following up to ensure resolution is implemented in a timely manner.
• Respond to rental guest messages in all online travel agency channels, and communicate their requests to resort staff and management. 
• Embraces departmental standards for quality and accuracy in all job functions, follows established processes, and willingly accepts ongoing feedback and coaching to meet and/or exceed expected performance standards consistently on an ongoing basis.
• Maintains and expands job knowledge and skill development by actively participating in departmental and Company training programs and educational opportunities.
• Proactively participates in team meetings and feedback sessions.
• Proactively advises the Management team of issues with computer equipment, reservations system, phone system and other systems immediately to support maximum efficiency and productivity.
• Follows call adherence standards and manages time effectively for maximum efficiency and productivity.
• Completes all required Company training and compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

Benefits: 

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• 401K with generous company match
• Family benefits including pregnancy and parental leave
• Wellness Programs (WeRally through United Healthcare)
• Exclusive discounts for Team Members 
• Advancement & development opportunities

Education and Experience: 

• High School Diploma or equivalent.
• A minimum two (2) years of experience in the customer service or related field preferred.

Qualifications: 

This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be tech savvy as proficiency with computers is a necessary skill in this role.  Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers. 

Specific skills and abilities include, but are not limited to the following:

• Exceptional written, listening, and verbal communication skills.
• Ability to access, read, and accurately input data in a moderately complex computer system.
• Ability to make accurate mathematical calculations using a calculator.
• Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Ability to retain knowledge pertaining to essential job functions and effectively utilize provided reference tools.
• Ability to handle and diffuse problem situations with courtesy, empathy, and a resolution-oriented approach.
• Ability to use analytical and decision-making skills to offer options and problem resolutions in a variety of contexts.
• Ability to switch between multiple systems and software programs to complete all work processes.
• Ability to overcome customer objections through persuasion and providing a variety of options.
• Possess a positive, professional attitude and friendly, service-oriented demeanor.
• Computer proficiency in Microsoft Word, Excel, Gmail 
• Excellent customer service skills.
• Proficient in time management; the ability to organize and manage multiple priorities.
• Ability to take initiative and effectively adapt to changes.
• Recognizes an emergency situation and takes appropriate action.
• Able to establish and maintain a cooperative working relation.
• Ability to interpret and create spreadsheets.
• Able to use sound judgment; work independently, with minimal supervision.
• Strong analytical and problem solving skills.
• Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
• Basic math skills.

Working Conditions:
This position is 100% remote. Must be available regular business hours and available for evening and/or weekend work on occasion. Must possess a stable, high-speed internet and working cellular telephone. Must be able to routinely perform indoor work with minimum noise levels. Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence, naturally or electronically and may include adaptive aids. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.

Physical Requirements:
Perform primarily sedentary work with limited physical exertion. Must be able to routinely perform work on the computer for an average of 8 hours per day. At times, occasional evening and weekend work may be required. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities, as may be occasionally asked to travel to sites or events. Must be capable of regular, reliable, and timely attendance.

Disclaimer: 

Vacatia, Inc. is an Equal Opportunity Employer M/F/D/V, who believes in diversity in the workforce. All decisions are based only on the individual’s qualifications and ability to perform the work. An application must be completed for each position for which you are applying. Qualified and interested individuals may submit their application to Human Resources.

Vacatia reserves the right to modify this job description at any time, without notice. The specific requirements, duties and skills set forth in this job description are intended to be all-inclusive as of the date this document is prepared. However, this job description may not contain all of the duties, physical requirements and skills that you may be asked to perform during the period of time you work at Vacatia. Further, the job description is not a guarantee that you will perform any or all of these duties. The job description does not imply an employment contract. 

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