Descripción del empleo SUMMARY: To provide excellent customer service to the Marriott Vacation Club International (MVW) owners and collaborating with associates by managing the processing of Owner issues and serving as a resource for owners relating to the MVW product, usage and resort information.
To assist with all reservations, queries and issues in a timely manner and to a complete resolution.
To be responsible for written and verbal interactions from MVW owners concerning any usage queries.
To be responsible for client's personal data accuracy and responsible for written interactions.
This role can be a full time working from home position.
ESSENTIAL JOB FUNCTIONS: Be available to answer all inbound calls in a timely and efficient manner by maintaining a business like manner at all times.
Acknowledge and answer any written correspondence (Emails, Chat, WEB queries and issues, Faxes, Letters received from owners/members in a timely and efficient manner Work as an advocate for the customer in resolving complaints and to educate them on the usage options of their vacation ownership products including but not limited to Legacy weeks, MVCD points, Marriott Bonvoy, and Interval International Work as an advocate for the customer in resolving complaints and to educate them on the usage options of their vacation ownership products including but not limited to Legacy weeks, MVCD points, VSE StarOptions, VSN Legacy weeks, AP points, Marriott Bonvoy, and Interval International If appointed as a multi brand agent support VSN brands using VSE StarOptions, VSN Legacy weeks, DG sun, Istar, Freedompay Actively participate in outbound 'campaigns'.
To ensure that all contacts and interactions with owners and clients are properly documented in ADAPT contact application and the resolutions to all issues are responded to and closed within a satisfactory period of time.
Exercise good judgment when handling customer queries and requests.
To ensure that all procedures, processes as it relates to Owner Usage, Marriott Bonvoy, Interval International and promotion changes etc are followed as per ADAPT Knowledge and Compass Responsible for assisting owners with their finance-related issues, including maintenance fee and loan collection and account status enquiries.
Assist with owner exchange requests and liaise with Marriott Bonvoy and Interval International accordingly, including membership requests, confirmations, account updates and certificate issuance/renewal.
Translate documentation on an 'ad-hoc' basis.
To help create an ongoing effort to improve the department through personal action and by contributing ideas to support and enhance our customer service programme.
To become an independent associate and to be able to analyze problems and to formulate plans to overcome challenges, to get work done efficiently with a high degree of quality.
To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem solving tools that are available throughout the total quality management process .
To use Standard Operating Procedures of Vacation Experience outlined in ADAPT Knowledge accept interpersonal differences and maintain a constructive rapport with all associates and customers.
Maintain a strong knowledge of all Marriott product lines