JOB SPECIFIC TASKS **Building and Maintaining Customer Base** + Answers prospective owners, owner referrals and Bonvoy members questions regarding use of properties and location amenities; make recommendations given the background information obtained on the prospective owner through discovery. + Fulfills requests from owners or prospective owners regarding pricing, property maps, property descriptions, room locations, and portfolio/network information. + Follows up on referrals from owner leads as required. + Develops and maintains records on customer contacts and uses that information to support effective follow-up encounters. + Uses available Customer Relationship Management systems (e.g., In Contract, MOOD) to maintain accounts of interactions and follow up with customers with regard to purchases and contracting activity. + Manage leads using different ways of contact including call, email and SMS. **Package/Day Tour** + Invite Bonvoy guests and owners to attend a personal preview of our Holiday Gallery or to offer them a discounted holiday package or activate/verify open packages. + Overcome potential owner objections while maintaining a polite and enthusiastic demeanor. + Encourage guests or callers to purchase or schedule preview package sales/tours. + Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available. + Answer guest questions about property facilities/services. **Conducting and Managing Business Transactions** + Assures complete and accurate processing of documents pertaining to package sales. + Reviews details of prospective owners once they decide on purchase of package. + Analyzes problems and formulates plans to overcome challenges of getting work done quickly with a high degree of quality. **Providing Services to Others** + Responds to and monitors the resolution of customer inquiries in a timely manner with accurate information. + Leverages resources for providing service to customers in an effective manner. **Other** + Demonstrates total understanding of the culture and processes of the organization. + Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments. + Improves telemarketing approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Manager, Coaches, Customers, Owners). + Participates in formal training sessions offered by management team. + Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building. + Assists in the development and mentoring of other Telemarketers as requested. + Assists with new starter training and refresher training. + Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc). + Performs other duties as assigned. **Key Performance Indicators will be:** + Associate’s calls will be monitored a minimum achievement set on proficiency. + Associate’s Dials per Hour must not fall below minimum requirements. + Associate must not fall below set minimum gross book to show rate in each fortnight + Associate’s productivity should not fall below other standards as defined by management. CANDIDATE PROFILE + Minimum of one (1) year of experience in a similar position. + Proficiency in English (additional language required for certain positions) + Proven verbal and written communication skills. + Proficiency in the use of computer word processing skills with specific knowledge of Microsoft Excel and Word + Ability to work under pressure, manage multiple priorities, and be a self-starter. + Proven ability to work in a team environment and interact with all levels of the organization. + Excellent organizational and attention to detail skills + Must be able to handle a flexible work schedule which will include weekends and evenings + Experience in high volume, fast-paced, results oriented business environments. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture