Error 2318 ::The remote server returned an error: (404) Not Found. Call Center Job Honolulu Hawaii | Customer Care Specialist - Oahu Hilton Grand Vacations

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Call Center Job in Honolulu, Hawaii : HI

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Customer Care Specialist - Oahu

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Customer Care Specialist - Oahu Job Description

What will I be doing?

As a Customer Care Specialist you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards:

A Customer Care Specialist works closely with HGV Call Center Teams to fully service Hawaii vacation packages. Provide exceptional high-level customer service from pre-arrival throughout their stay. Service provided includes fulfilling all gifts included in the package, resolving any package customer related challenges, vacation planning services, and scheduling of timeshare presentation. Ensure package guest meet all package requirements as outlined in the package purchased.

  • Uses company systems to update guest lead information to research package details and provide specialized service to package guests. (such as VOICE, Activity software, CHORUS, Eclipse)
  • Provide customer/concierge services to all guests including the sale of tours and activities as well as any vacation planning services requested from the guest within the scope our policy and procedures. Complete vacation planning services are not limited to, but include dining/golf/spa reservations, activities and assisting with special request within reason.
  • Provide complete and accurate information to guests on every telephone call or electronic communication in a professional manner. Especially information about the destination, tour presentation, accommodations, premiums and promotions.
  • Make welcome calls pre-arrival and upon arrival to confirm package details and timeshare tour information from the Hawaii Call Center or at a designated location at the Hilton Hawaiian Village or Hilton Waikoloa Village.
  • Works closely with resort operations and onsite marketing leaders to assist with guest issues and any resolution that maybe required including coordinating room moves. Point person to handle all package challenges that arise from arrival to departure. Follow up with the appropriate team in Orlando or Vegas if challenges are not resolved at any point in the package stay.
  • Confirm all gifting included in package with the guests. Handle and coordinate any gift exchanges as needed. Complete appropriate activity related transactions that were promised as part of the package and ensure all gifts that were promised were received and properly explained. Specialist will be responsible for their gift reconciliation on a daily basis and need to follow all gifting procedures as outlined by business management. All discrepancies would need to be resolved daily.
  • Opening and closing procedures as required by the Customer Service Package Team. Prepare personalize welcome packets and any customer information required as part of the package including any premium or gift offers.
  • Work closely with hotel management, resort operations management, call centers and property management to ensure the best customer experience and prompt resolution to any request. Specialist will need to be aware of all HGV inventory available for upgrades or room moves. They will be required to coordinate room moves with the appropriate departments in a timely manner.
  • Interacts with all levels of management to provide recommendations and/or develops operating procedures and training programs for concierge, resort operation, call center teams. Monitor and assist in the evaluation of program/promotions contacts and contact-to-package sale/tours booked conversion rates on a daily, weekly and monthly basis. Meet budgeted targets on a monthly basis.
  • Handle customer questions, problems, complaints in a professional manner. Demonstrate problem solving skills through solid decision making judgment. Communicate escalated customer related challenges to the appropriate department when required.
  • Promote and sell any current offers, such as Return to Paradise packages while the guest is in Hawaii.
  • Other administrative duties including management meetings, running reports and tasks as assigned by management.
  • Exemplify the HILTON Values throughout every interaction both internally and externally.

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company's success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:

  • Minimum 2 years people service related experience.
  • High level of reading, writing and speaking proficiency
  • Ability to work a flexible schedule, including nights, weekends, and Holidays
  • Computer Proficiency
  • Excellent interpersonal and guest relations skills
  • High School/GED

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

  • Proven ability to lead teams to meet performance goals.
  • Prior timeshare, hospitality or customer service experience
  • 3-5 years related experience

What will it be like to be a Team Member with Hilton Grand Vacations?

There's something truly unique about Hilton Grand Vacations. The foundation of our culture has been about creating memorable experiences and making a positive impact within our industry and the communities in which we live and work. Our Team Members are the driving force behind these efforts. It is their talent, passion, and commitment to our brand that has fueled the success of Hilton Grand Vacations.

Hilton Grand Vacations develops, markets, and operates a system of brand-name, high-quality vacation ownership resorts in highly desirable vacation destinations. Our company also manages and operates two innovative club membership programs: Hilton Grand Vacations Grand Vacations Club® and The Hilton Club®, providing exclusive exchange, leisure travel, and reservation services for more than 250,000 Club Members.


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Customer Care Specialist - Oahu Job Requirements

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