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Platinum Agent I (Call Center)

Company: Diamond Resorts
Location: Orlando
Posted on: November 22, 2021

Job Description:

JOB SUMMARY Under general supervision, the Platinum Agent I is responsible for providing a superior level of service to all tiers and/or levels of members of THE Club-- and owners of Diamond Resorts International--, specializing in assisting Platinum Elite members of THE Club-- while serving as the point of contact for all servicing requests including, but not limited to, booking resort and travel related reservations, processing payments, upselling products of THE Club--, achieving all related metrics and answering general account questions for members. ESSENTIAL JOB FUNCTIONS

  • Provides a superior level of customer service to Platinum Elite members and owners.
  • Responsible for handling blended inbound and outbound contacts including calls, chats, and emails.
  • Performs other functions including, but not limited to, booking, modifying, cancelling resort reservations and exchanges, processing payments, and educating members on benefits of THE Club--.
  • Researches and uses empowerment to resolve concerns and questions raised by members.
  • Completes detailed notes in common area of member account after each interaction.
  • Provides information to members as it related to their account.
  • Practices and maintains the highest standards of professionalism when interacting with members, team members, and management.
  • Identifies multiple membership products and services that the Company offers.
  • Consistently demonstrates how We Love to Say Yes--- and maintains the highest standards of professionalism when interacting with management, fellow team members, and members.
  • Maintains expected reservation productivity including inbound and outbound reservations.
  • Meets or exceeds required departmental expectations to be eligible for incentive programs.
  • Upsells various profitable products for THE Club--.
  • Upsells and books tours for current owners, members, and guests.
  • Completes all required Company trainings and compliance courses as assigned.
  • Adheres to Company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned. EDUCATION
    • High School Diploma or equivalent. EXPERIENCE
      • A minimum one (1) year of experience in the sales, customer service and/or call center field required.
      • No supervisory experience required. SUPERVISORY RESPONSIBILITIES
        • This position does not include any supervisory responsibilities. LICENSE & CERTIFICATIONS
          • Valid Timeshare Sales License. SKILLS & ABILITIES 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 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:
            • Ability to operate general office equipment (phone, computer, fax machine, copier).
            • Computer proficiency in Microsoft Word, Excel and Outlook.
            • Ability to navigate between multiple and concurrent applications.
            • Attention to detail.
            • 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.
            • 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.
            • Competent in public speaking.
            • Performs well with frequent interruptions and/or distractions.
            • Basic math skills. ADDITIONAL INFORMATION Please note that Hilton Grand Vacations (HGV) acquired Diamond Resorts International (DRI) as of August 02, 2021. If you apply to work at a Diamond Resorts company you will be an applicant of a subsidiary of HGV. A transition to HGV will occur as we integrate technology, systems and branding but it will take time until our separate operating systems, employment policies and benefits are fully integrated. As a result, for a period of time, employees will receive correspondence and messaging from Diamond Resorts as well as from HGV and related entities.

Keywords: Diamond Resorts, Orlando , Platinum Agent I (Call Center), Sales , Orlando, Florida

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