Worldmark US Vacation Guides

Put the World on Vacation

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

SUMMARY:

The Representative, Contact Center II will provide impeccable Count on Me! service on all facets of ownership via inbound call servicing.  While providing friendly and delightful service, the Representative, Contact Center II will take ownership of many different requests/inquiries from owners and works to resolve completely. We are looking for an individual with excellent communication and customer service skills who will respond to the owners and guest needs in a professional manner. The ideal candidate will be a self-starter with high learning agility and the ability to adapt to change and succeed in a fast-paced, performance- driven environment.

Responsibilities:

• Consistently provides delightful and friendly Count On Me! service to our closed owner base via inbound and outbound calling

• Takes ownership of many different requests/inquiries from owners and works to resolve completely, including, but not limited to: Vacation Planning, Facilitating the exchange of points and credits, discovery vacation needs and offering options.

• Teach our owners about their product so they can maximize the value of their ownership and enjoy exceptional vacation experiences.

• Builds strong relationships with peers and coworkers inside and outside of the Owner Services department

• Develops strong product knowledge through self learning and utilizing multiple resources effectively

• Actively support driving the culture of our company.

• Remain open to providing and receiving feedback; work with your manager to develop and hone your leadership skills while working on career development.

Minimum Requirements and Qualifications:
 

Education

• High School graduate required.
• 2 year Associate or 4 year Bachelor Degree preferred.

Training requirements

• Must have successfully completed applicable product and club training.

Knowledge and Skills

• Minimum 1 year reservations/customer service experience in Vacation Ownership industry preferred
• Excellent communication skills.
• Always utilizes good judgment in making decisions; problem resolution.
• Enjoys a dynamic organization and helps drive/support change.
• Wants to understand the “why’s” behind decisions or policies/rules.
• Takes accountability for actions and the result of those actions or decisions.
• Possesses and utilizes strong verbal communication skills while navigating systems.
• Ability to multi-task in a fast paced environment.
• Possesses the ability to learn quickly and apply new information; open to change; sense of urgency.
• Handles escalated customer complaints effectively and efficiently.
• Works well with ambiguity – enjoys working in the gray.
• Ability to influence others (persuasiveness).
• Ability to be pleasant with others on the job and display good-natured, cooperative attitude.
• Critical Thinking Skills.
• Detail Oriented.
• Service Oriented (actively seeks resolution to help people).

Technical Skills:

• Proficient in navigating multiple PC programs (MS Office, minor troubleshooting, and rebooting computer, use keyboard and mouse).

Job experience:

• 2 years experience in a hospitality/service environment preferred.
• 2 years in customer service principles and practices preferred. Unless there is a legal requirement, experience will be accepted for the education requirement.

Level of decision making authority:

• (nature and scope of decision-making, extent to which independent action is taken)
• The Representative, Contact Center II will possess critical thinking skills to identify strengths and weaknesses of alternative solutions or approaches to resolve owner inquiries.

Organizational Relationships

This position will work directly for the Operations Supervisor. They will support, educate and assist the Owners.  They will work with several employees in the company including Owner Services Supervisors, Owner Relations Supervisor, Counselor Resource Specialists, Quality Assurance, Business Analysts, Financial Services, and Title Services.

Work Environment

• Indoors in normal office environment with little exposure to excessive noise, dust, fumes, vibrations and temperature changes.
• Frequent computer use at workstation up to forty hours at a time.
• Frequently work at fast pace with unscheduled interruptions.
• Responsibilities occasionally require an adjusted work schedule, including evenings and weekends to meet the demands of special meetings and projects.

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants 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@wyn.com, including the title and the location of the position for which you are applying.