We Put the World on Vacation
Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.
KEY RESPONSIBILITIES What does this position aim to do?
- Support and assists in the development of Inbound Consumer Finance Representatives through mentoring and training on how to improve key performance indicators and department metrics. Collaborates with supervisors and associates to create action plans for improvement of performance. Participates in the development and career pathing for associates. (40% time)
- Assists associates with escalated issues and questions. Responds to escalated calls and e-mails as needed. (25% time)
- Monitors Representatives to provide suggestions for stronger efficiencies and navigational skills; listens, documents and performs audits on Representatives. (25% time)
- Participates in projects or process excellence initiatives to support and achieve the company’s strategic objectives. (10% time)
- Conducts process audits (5 %)
- Serves as the point of contact in the supervisor’s absence
- Perform other duties as needed.
MINIMUM POSITION QUALIFICATIONS What should the position holder be and have?
Education
- College degree in tourism, travel, hospitality, business or related field preferred
- High School Diploma or equivalent minimum requirement
Training requirements
- Must complete all product training requirements in the assigned products/queues.
Knowledge and skills
- Excellent problem-solving, and decision-making abilities
- Detail-Oriented with a focus on quality and accuracy, ability to multitask
- Ability to work in a continually changing environment
- Ability to handle consecutive calls back-to-back in a fast-paced environment
- Ability to stay motivated and eliminate any distractions in an at-home environment
- Ability to adhere to processes and policies set forth by the department
- Ability to accept positive and constructive feedback for individual performance purposes
- Excellent communication skills and interpersonal skills
- Ability to interact with multiple levels of the organization
- Strong work ethic with high level of integrity and ethics.
- Collaborative and relational work style with proven success in a team environment
- Ability to work within a structured schedule and a variety of shifts, which may include Holidays, evenings, mornings, and/or weekends as pre-determined by business need.
- Ability to use basic math skills including addition, subtraction, multiplication and division, along with intermediate data entry/typing skills in an office or service center environment
- Ability to use active listening skills to better understand the owner’s needs; ability to empathize with others' needs and respond sensitively; ability to use good judgment to respond to objectives successfully.
- Able to learn and work independently and exhibit ownership as well as in a team environment
- Analyzes and resolves customer service issues.
- Monitors workloads and status; supports colleagues by providing advice on handling complex issues; and identifies and resolves problems and issues.
- Works with team leadership to develop, implement and monitor staff development plans with a focus on overall customer service skills.
- Communicates with upper management regarding staff issues and resolutions
- Excellent listening skills with the ability to demonstrate understanding of the customer’s needs
- Strong problem solving
- Patience and empathy
- Positive attitude with a customer obsession orientation
- Detail oriented with a focus on quality and accuracy, ability to multitask
- Strong sense of urgency and commitment to excellence
- Able to use effective and probing questioning and listening techniques to identify customer needs
- Curious, confident, and driven to find solutions to customer issues
- Able to learn and work independently and exhibit ownership as well as in a team environment
- Inspiration in becoming a supervisor
Technical Skills
- Proficiency with Microsoft Office (Word, Excel, Access, PowerPoint, Publisher)
- Knowledge of WVR/WBW/SHELL resorts along with OFSLL and Paymentus (internal candidates).
- Math Aptitude
Job experience
- Two (2) years of customer service experience required, preferably in a financial services industry.
- One (1) year internal experience with Consumer Finance highly preferred.
- Prefer six months of experience in a leadership position
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.
Complexity
- Level of decision-making authority
- Requires the ability to assess multiple criteria regarding escalated owner/customer inquiries and complaints and recommend final resolution within department and company standards.
Level of autonomy
- In office position will require engaged, moderate communication with direct supervisor and direct peers.
- Day-to-day objectives, coaching’s, auditing, and bookings will be completed with autonomy, with periodic review and auditing to ensure compliance and adherence to all team policies.
Impact of incumbent’s decisions on the organization
- Moderate/High - The feedback, recommendations and changes implemented by this role will drive lower call volumes resulting in cost savings. Handles VIP complaints and other issues which, if further escalated, may negatively impact external public relations.
Where Memories Start with You
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.