The Customer Experience Specialist will handle escalated guest concerns and retention by phone, email or online chat. Making certain to listen effectively to find the root cause of issues, the CX Associate will communicate clearly in a friendly way to solve the issue, and complete follow up as required. Significant outbound call work required

Responsibilities:

·       Handle guest concerns before, during and after a vacation is purchased and/or used.

·       Deliver prompt and professional solutions for customer inquiries via direct contact, phone, email and online chat.

·       Responds to customer inquiries/concerns by understanding inquiry; reviewing previous inquiries and responses; interact with contracted vendors, hotel/resort staff, etc. to gather and research information; assembling information; verifying customer’s understanding of information and implementing a prompt solution

·       Records customer inquiries by documenting the issue and response in customer accounts. Report all resolutions for internal record keeping

·       Improves quality of service by recommending improved processes and training opportunities

·       Provide complete resolution to escalated guest concerns from a variety of channels including but not limited to the Better Business Bureau, Attorney General, Bluegreen surveys, internal and external executives, or other legal entities.

·       Have a thorough understanding, and keep up with changes to systems, vacation offers, promotions, destinations, participation details and policy changes