Job Description

                                                             External- Hotel Exchange Support Advisor

Department:       Travel Services

Status:                  Non-Exempt

Grade:

Reports to:           Cruise Supervisor

This position is responsible for receiving and responding to all correspondence received via phone and e-mail, from members and non-members, as well as providing technical assistance to consumers using Interval’s website to obtain information or conduct Hotel consumer transaction. Work with multiple Travel industry platforms.

Duties and Responsibilities

  Consults with appropriate departments or individuals for problem resolution.Resolves customer service issues at a supervisor authority level.Performs transactions in the Timeshare dedicated software.Provides information for Supervisor’s questions related to all of Interval’s websites.Acts as a liaison between the consumer and internal departments that interact with the Hotel program.Deliver service and support to end-users via the phoneInteract with customers to provide and process information in response to different hotel programs.Research required information using available resources, and related systemsFollow standard processes and procedures, T&C and Q&AIdentify and escalate priority issuesAccurately process and record call transactions using a computer and designated tracking softwareOffer alternative solutions where appropriate with the objective of retaining customers’ and clients’ businessOrganize ideas and communicate verbal messages appropriate to listeners and situationsFollow up and make scheduled call backs to customers where necessaryTraining offered to stay current with system information, changes and updatesInteracts with others in a way that gives them confidence in one’s intentions and those of the organization.Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequencesEstablishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limitsPerforms other related duties as required

Knowledge, Abilities, and Skills

Hotel industry experienceTraining for Timeshare Exchange and call center salesMust be able to communicate effectively both in writing and orally.Must be able to set priorities, manage time, and meet deadlines.Must be detail oriented and possess excellent organizational skills.Must possess excellent customer service skills.Must possess the ability to create accurate, error-free work.Must be able to work shifts and weekends.Proper phone etiquetteDeals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict

Physical Requirements

Sitting, speaking on the telephone, looking at the PC monitor, and typing for extended periods of time.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.