Job Description

Vacation Advisor

Department:  Member Services

Status:            Non-Exempt 

Reports To:   Member Services Supervisor

Nature of Work

This position is responsible for answering incoming service calls, servicing the members to meet organizational objectives and offer quality customer service. Proficient in sales in order to meet departmental revenue goals.  Educates and guide members on how to effectively utilize their membership and services provided by Interval International exchange department.  This position also provides assistance to members using Interval’s websites and mobile application to obtain information or conduct transactions.

Duties and Responsibilities

Educates members on our service to help maximize their benefits.

Answers members’ inquiries correctly.

Maintain an in-depth and up to date knowledge of all products offered by Interval International. Well versed in geography such as, seasonal destinations.

Maintains all membership related data and functions such as:

Document and update all contact roles: owner, individual and admin.Document and update: phones, e-mails, address, credit cards, web credentials, etc. to supplement the database used as reference for member services.Add or remove ownership weeks.Add or remove owner names.Merge memberships or contacts.  Request membership products to be mailed.Place pending requests, update and modify existing requests, process deposits as well as other transactions necessary to accomplish member satisfaction.

Achieves departmental sales goals such as:

Membership products, (basic membership, gold, and platinum.Confirmations, pending request, insurance, EPlus, getaways, Interval Visa and any other services.Required to upsell and offer alternate options available, as well as solicit member deposits.

Maintain a minimum monitoring overall score of 90% and maintain daily staffing and adherence goals.

Performs administrative tasks required by the department to ensure proper member serving. (Such as access WFM for schedules and shifts, Lead U for trainings, Outlook for e-mails, as well as Interval’s Portal for current servicing information.) 

Performs any other related duties as required.

Knowledge, Abilities, and Skills

Must possess a clear speaking voice and excellent telephone etiquette.

Must possess excellent oral communication skills.

Must possess excellent customer service skills.

Must have a strong command of the English language.

Must possess an understanding of departmental policies (provided by the new hire orientation) including as they relate to the use of inventory.

Must be able to work shifts, overtime, weekends and holidays.

Must be computer literate and be proficient in the iServices system upon completion of the new hire training.

Must be able to remain calm and courteous in emotionally charged or stressful situations.

Physical Requirements

Employees in this position will sit for extended periods of time speaking on the phone and working on the PC*.  The employee can also periodically stand at their work station utilizing an extended cord headset.  Data entry is not constant as the information is obtained from members over the phone throughout the conversation, and is inputted by alternating between the keyboard and the mouse. Employee also responds to member questions by switching between screens for the information.

*Company requirement is that an employee needs to be staffed a minimum of 7.0 hours per day as well as meet a minimum of 92% staffing adherence. Employees receive a half hour lunch and when possible, two fifteen minute breaks per day.

Variables within skill levels

Skill 2 Special Services:

Provides quality service to members owning at designated resorts and newly affiliated accounts requiring special handling. In addition to servicing fixed and float owners, requires knowledge in bulk and payback accounts.   

Special handling of the following accounts:

WestgateKosmos GroupVilla Group (VGT, VGC, VPF)Morritt’s Tortuga ClubFairfield Fair Share Plus GroupLeisure Time PassportAlumniVIP Gold

Additional membership related duties performed:

Establish new membership enrollments by collecting all information required to create account.XYZ’s (2-4-1 exchanges, type 1 per grid rules and type 2 capacity difference.)Short Stay Exchanges

Skill 5 Marriott: ( +Servicing skill 2)

Must have good knowledge of exchange related functions and options. As well as ability to trouble shoot/problem solve, member related issues. 

Must possess a minimum of one year exchange experience of which 6 months of sales experience.

Provides courteous and accurate service to all owners.

Provides Internet Support, (mobile app, LTP mobile app.)

Educates Marriott members of the special Marriott exchange and membership options to enhance the possibility of confirmation and membership satisfaction. Must have servicing knowledge of both Legacy and Destination owners. 

Responsible for the placement of internal and external Marriott exchanges, and Marriott point based exchanges.

Communicates and works with developer to complete member related transactions and or resolve member related customer service issues.

Skill 19 Points: (+Servicing skill 2 and 5)

Must have a strong working knowledge of exchange related function and options in order to assist multiple resort accounts, all with different servicing parameters. As well as ability to work independently and trouble shoot/problem solve, member related issues.

Services members of assigned points based resorts. Educates these various members of the exchange options to enhance the possibility of confirmation. These are highly sensitive accounts and must be fully serviced with an extremely high level of customer service. Must consistently stay abreast of all changes and or updates made to servicing of accounts. 

Responsible for educating, completing transactions and fulfilling member’s request utilizing the various different resort group points system as listed:

Club NavigoConsolidatedFour SeasonsFranz KlammerWorldmarkInn SeasonsStarwoodHabor Vacation ClubIsland OneWelks ResortsMinerals Resort and SpaResort at Whale pointVacation InternationalResorts WestClub TesoroIntrawest

Communicates and works with the various developers to complete member related transactions and or resolve member related customer service issues.

Service Third Party Accounts.  

Responsible for educating, upselling as appropriate, completing transactions and fulfilling non-member’s request utilizing different servicing platforms and parameters for the following 3rd party accounts:

Condo DirectDream VacationGovArmIncluding web based promotions such as Groupon.  

Provide courteous and accurate service to all Third Party accounts.

Servicing of Non-US based member accounts.

Worldwide knowledge such as regions and currency is required for service United Kingdom, Australia/New Zealand Points based resorts. Each requiring knowledge of different servicing parameters per points based accounts, as well as membership options pertaining to region. Additional AS400 sign-on required for servicing these members.

Additional Responsibilities:

Provides back up support for Customer Service Dept. by taking overflow of calls and assisting with escalated member issues.Considered subject matter experts and are periodically called upon to assist with testing new products and systems.

Skill 19 Languages (Portuguese / Spanish)

Provides courteous and accurate service to all French /Spanish members.

Responsible for educating, completing transactions and fulfilling member’s request for our Venezuelan member base. Knowledge of servicing restriction pertaining foreign currency transaction.

Considered subject matter experts and are periodically called upon to assist with:

Provides back up support for Customer Service Dept. by taking specific language calls or call backs and assisting with escalated member issues.Email correspondenceScript or policy translationsPhone message recording Servicing back up for Latin America offices

Premium Services

Club Intrawest  / Club Interval Gold  (+ Servicing skill 2, 5 and 19)

Servicing primarily Club Intrawest Owners as well as Club Interval Gold Members. These are highly sensitive accounts and must be fully serviced with an extremely high level of customer service. Must consistently stay abreast of all changes and or updates in order to accurately service accounts.

Servicing Club Intrawest members.

Educate Club Intrawest owners of the Extraordinary Escapes exchange options to enhance the possibility of confirmation.

Responsible for completing transactions and fulfilling member’s request utilizing the club point system. Provide courteous and accurate service.

Responsible for the placement of Club Intrawest exchange options, short stay exchange, last minute travel, getaways as well as assisting members with website questions.

Club Interval Gold

Educate Club Interval Gold owners of traditional or point exchange options to enhance the possibility of confirmation.

Responsible for the placement of Club Interval Gold exchanges, short stay, renewals, point request vs. traditional request, deposits, and converting week deposits to points deposits.

Provide courteous and accurate service to Club interval Gold members.

Premium Services Languages

Premier  Intrawest Languages (French / Spanish)  (+ Servicing skill 2, 5 and 19)

Provides courteous and accurate service to all French /Spanish members

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