ResortCom
  • Las Vegas, NV, USA
  • $11 - $13.25
  • Hourly
  • Full Time

Our Benefits Performance Bonus Employer Paid Medical for employee & dependents Dental/Vision Eligible to receive a complimentary week at one of our managed resorts Certified Professional Coaching for ALL Employees Competitive Company match 401(k) Exceptional culture which is focused on striving towards excellence Comfortable and FUN work environment Opportunity for career advancement Dual monitors to enhance work efficiency Comfortable work chairs to support healthy work conditions Benefit packages available after 90 days of employment


Position Summary

This position reports to the Member Services Team Lead and is responsible for servicing customers by determining their needs, answering inquiries, resolving problems, fulfilling requests, and maintaining database knowledge.

 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Determines service needs by working with customers.
  • Assist with the reservations process  and perform all other reservation Club Services functions, collect  maintenance fee and loan payments as appropriate, answering members and guests questions regarding their membership/ownership/reservations, club or HOA rules and regulations, payments and/or payments due, etc.
  • Answers inquiries by clarifying desired information; researching, locating, and providing accurate information.
  • Answers the minimum number of calls per call center metric requirements.
  • Strives towards monthly revenue goals as set by Management.
  • Submit accurate CRM request as necessary. Follow up on open CRM's as necessary.
  • Maintains Contact Center individual standards and performance metrics as set by Management.
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
  • Sells/offers additional services by recognizing opportunities to up-sell accounts; explaining new features.
  • Maintains call center database by entering information and properly documenting accounts.
  • Keeps equipment operational by following established procedures; reporting malfunctions and maintaining clean workspace around all equipment.
  • Updates job knowledge by participating and seeking educational opportunities.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments and delivers exceptional customer service
  • Works entire assigned shifts, demonstrates work schedule flexibility, and is punctual.
  • Meets all minimum QA standards as set by Management.
  • All other duties and projects as assigned by management.

 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

 

Work Environment

The work for this position is conducted in an office environment.  The noise level in this environment is usually high.  Travel may be required to receive training, attend meetings and develop relationships with other professionals.  Evenings and weekend work may be required based upon the workload.

 

Americans with Disability Specifications

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

 

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  Must be able to sit at the computer and do data entry and look at the screen for extended periods of time with minimal breaks.

 

Required Education and Experience

  • High school diploma (or GED or High School Equivalence Certificate)
  • Excellent organizational, multi-tasking and prioritizing skills
  • Ability to work under pressure
  • Knowledge of MS Office applications (Word, Excel and Outlook)
  • Proper phone etiquette
  • Problem Solving Skills
  • Outstanding Customer Service Skills

Preferred Education and Experience

  • Bilingual (English Spanish, French, Portuguese, Italian)
  • Customer Focus
  • Data Entry Experience
  • Able to Build Relationships

 

EOE/Minorities/Females/Vet/Disabled

 

 

 

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