Purpose

The Capital Dream Vacations Specialist is responsible for servicing Capital Vacations Club owners who at the time of purchase received bonus points to apply toward a Capital Dream Vacation. The owner will be contacted by phone and/or email via an inbound/outbound blended environment. Providing owners with an array of reservation services, answer any questions that they may have about the Capital Dream Vacation program any options, availability and what Capital Dream Vacation package the owner would qualify for to apply their bonus points towards a qualified package.

Principal Duties and Responsibilities

• Assisting Capital Vacation Club owners with providing them with Dream Vacation request forms to complete via email submission
• Assist Capital Vacation Club owners with providing them with a CDV review which is a result of the CDV request form that was submitted.
• Must be able to work a variable shift and flexible hours and days
• May work a Monday – Friday shift or a Tuesday – Saturday shift on which the role will be facilitated via professional engagement through phone, email, inbound or outbound call as business needs require.
• Complete a full booking (Flight, Hotel or Car) depending on the package selected and the request of the owner.
• Ensure the accounts have the correct amount of Bonus Points that were gifted at the time of purchase of upgrade
• Ensure that the owner’s account is not delinquent in maintenance fee or Loan payments prior to booking a CDV
• Communicate with clarity and confidence putting the owner at ease and offer other options if applicable or if they miss a CDV deadline
• Facilitate and accept inbound/outbound calls that require follow up with callbacks or email communication.
• Maintain and meet/exceed agent level performance goals and contribute to the department goals.
• Expect to be a role model for Capital Vacations core values, act professional, and a strong team player.
• Daily adherence to breaks, lunches and attendance.
• Confident in working in a pay to performance role
• Integrity is a must. We handle owners personal and credit card information for the process fee. And the following procedure is key
• Showing patience and flexibility even when unexpected obstacles may arise
• Attention to detail and the ability to multitask and problem solve
• Booking all CDVs within guidelines and budgeting protocol
• Must have exceptional customer service skills
• Be able to book a tour in SAM
• Able to convert to Moments 2 Memories (where applicable)
• Influence certain CDV locations that drive higher efficiency within the guidelines

General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience:

• High School diploma, some college preferred
• High level proficiency with Microsoft Office applications, High proficiency in MS Excel required
• Hotel/timeshare experience a plus
• A strategic mindset to problem solving and craft win/win solutions.
• Previous experience with a CRM (customer relationship management) system is preferred.
• Previous experience using Salesforce.com is a plus

Skills, Knowledge, and Abilities:

• Ability to work both in a team and independently
• Excellent organization and ability to multi-task required to handle multiple priorities
• Very detailed oriented and accuracy is a must
• Technically savvy ~ able to quickly pick up and maneuver through several different systems
• Willingness to become the subject matter expert on the CRM Platform.
• Ability to work in a fast-paced office environment
• Excellent communication skills
• Ability to always work with a high level of professionalism

Shift: Additional hours may be necessary to meet goals and deadlines and to cover shifts

• Flexible schedule – Ability to work weekends, evenings and holidays

Travel:

• None