Consultant, Owner Services North America

We Put the World on Vacation

Job Summary

Receive in-bound calls from customers (guests and owners) to help them plan vacations while maintaining a high-level of customer service and satisfaction. The Representative has excellent communication skills and responds to customer needs in a professional manner. The Representative is a self-starter with high learning agility with the ability to adapt to change and succeed in a fast-paced, performance-driven environment.  The Representative must be able to independently manage multiple computer applications, potentially in a remote work environment.

Essential Job Responsibilities

Responsibilities include, but are not limited to:

Assist customers with reservations.

• Make, modify and/or cancel reservations
• Confirm reservation details to ensure accuracy and explain policies
• Educate customers about their product, vacation insurance and points protection to maximize the value of their ownership.

Assist customers with travel planning

• Ask discovery questions to learn more about customers’ vacation preferences.
• Check resort availability and suggest alternative dates or accommodations if needed
• Become an expert on our resorts, amenities, and destinations
• Answer questions about the vacation club product and how it’s used

Troubleshoot

• Provide website assistance to customers
• Troubleshoot reservation issues for customers
• Proactively resolve technology issues to ensure ability to work remotely, where appropriate

Manage time to meet goals

• Average handle time
• Wrap time
• Breaks
• Project
• VPC
• Reservation Count
• Points/Credit Protection
• Points/Credit Protection Attached Rate

Develops, maintains, and improves knowledge and skills

• Participate in ongoing training on processes and products
• Utilize self-learning methods and multiple resources
• Actively participate in ongoing quality coaching

Utilize remote communication tools to effectively engage with teammates, supervisors, etc., if appropriate (10%)

Knowledge and skills

• Passion for travel and hospitality
• Good listening and conversational skills
• Ability to quickly build rapport with customers and utilize effective discovery questioning to keep customer engaged
• Ability to multi-task and navigate multiple computer applications at one time
• Ability to meet service goals and metrics
• Possess ability to learn quicky and apply new information; be open to change
• Ability to thrive in an empowered environment and utilize critical thinking skills
• Takes accountability for actions and the result of those actions/decisions
• Willingness to work evenings, weekends, and holidays
• Ability to be at workstation for full shift

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.