Sr Specialist Digital Member Experience

Sr Specialist Digital Member Experience

Join Hilton Grand Vacations as a Sr Specialist Digital Member and be part of a team that delivers outstanding service to our valued members. This is an exciting opportunity to apply your skills in customer service and help build memorable experiences for our members. Our dedication to excellence and our drive to provide world-class service means you'll be part of an ambitious team striving for flawless interactions.

Essential Job Functions :

• Write timely responses to owners and guests via email or chat, using business technology.
• Manage inbound and outbound contacts for at least 6 additional skills or membership types, beyond basic Club training.
• Provide comprehensive program education to members, assisting with online registration, website and mobile app navigation, and promoting self-serve opportunities available through One Console and the mobile app.
• Fulfill requests for resort reservations, process cash bookings, offer cancellation protection, and share detailed resort information.
• Ensure one-contact resolution by assessing customer needs, identifying solutions, and taking appropriate actions to resolve or advance inquiries.
• Communicate in a helpful and friendly manner, promoting dialogue and establishing rapport with members.
• Accurately and efficiently update and document information using Salesforce and applicable reservation systems.
• Quickly process and analyze accounts, policies, and new product information.
• Educate owners about their membership and provide accurate answers to their questions.
• Adhere to established etiquette and format standards to ensure consistency of communications and brand representation.
• Identify and report recurring customer service issues and trends to improve service delivery.
• Handle any / all Owner Services incoming contact types and service required outbound Owner Services calls.
• Maintain product knowledge by attending ongoing or refresher training.
• Embody the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, and Ownership.
• Complete all required Company training and compliance courses as assigned.
• Adhere to Company standards and maintain compliance with all policies and procedures.
• Perform any reasonable requests by management that support the department's goals.

Knowledge, Skills, and Abilities :

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

Preferred qualifications :

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 accommodate individuals with disabilities during the job application, interview, work-related tasks, and benefits. Contact us for assistance.