- Area of Talent: Call Center
- HR Division: Call Center
Join us and become part of a team that is passionate about delivering memorable vacation experiences and building a workplace where everyone feels welcomed, respected, and inspired to succeed.
The VIP Member Engagement Specialist plays a vital role in supporting our Sampler members. The specialist is responsible for ensuring proactive white-glove service to our new members navigating their trial membership, along with assisting with inbound calls.
- Outbound dial to new Sampler members to complete their Welcome call
- Proactively reach out to new Sampler members to book their next reservation.
- Contact existing Sampler members who have not yet utilized their membership within 60 days.
- Outbound dial to expiring Sampler members who still have points to use.
- Inbound calls from existing Sampler members.
- Provide outstanding customer care when interacting with members
- Maintain up-to-date knowledge of company policy and procedures to effectively assist field partners.
- Participate in team meetings and training sessions to continuously improve support processes.
- Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now
- Completes all required Company training/compliance courses assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.
Knowledge, Skills, and Abilities:
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
- Customer Service – Ability to provide high-level service while maintaining a friendly and excited demeanor
- Proficient in Microsoft Office and CRM tools
- Dependability – Reliable and trustworthy to complete daily tasks
- In-office required - possibility to work from home
- Flexibility – Must have open availability and be able to work nights, weekends, and holidays (shift 12:30pm-9:00pm)
- Time Management – Must be able to multitask and handle multiple systems while maintaining a high quality of work
- Organization – Must be able to prioritize and keep up with assigned tasks, ensuring completion
- Communication – Ability to communicate with clarity and professionalism
- Critical Thinking – Detail-oriented with excellent problem-solving skills
- Teamwork - Ability to work collaboratively in a team environment
- Concierge, and Salesforce Experience is a plus
Industry-Leading Benefits
- Comprehensive Medical, Dental, and Vision coverage
- 401(k) with company match
- Education Assistance programs
- Paid Time Off and work-life balance support
- Career growth and internal advancement opportunities
- Team Member recognition programs
- Travel benefits and more
- Benefits start on your first day of work with no waiting period!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
At Hilton Grand Vacations, we believe every Team Member plays an important role in creating unforgettable memories. If you're passionate about developing talent, inspiring performance, and making a meaningful impact, we'd love to hear from you.
