Vacation Planning Counselor- Customer Service

Help People Plan Their Vacations!

Assist Owners in Vacation Planning by responding to telephone inquiries; providing information on resorts and confirming vacation accommodations.

Essential Duties & Responsibilities include the following. Other duties may be assigned.
•Answer each reservation call confidently and enthusiastically within two rings. Calls are to be completed in a time frame based on the average of the department for the time of year or season. The department standard for call volume is ten to twelve calls per hour per counselor, which must be met.
•Offer every conceivable vacation option. i.e. WorldMark Units, Direct Exchange, RCI, II, and the waitlist.
•Understand and be able to clearly explain each WorldMark guideline set by the Club.
•Network Owner’s with other departments such as Travel, Owner Services, Exchange, RCI, and II when applicable.
•Be familiar with each existing and new resort, including location, demand, unique features, and amenities.
•Collection of money due, if any, at the time of reservation. Mailing confirmations, buddies confirmations, and other information in a timely manner.
•Collection of dues and contract payments in the event of a delinquent account.
•Enrolling owners into the TravelSecure program.
•Process waitlist requests as assigned by management.
•Maintain a high level of customer service observed on weekly monitor sheets by management.
•Help in training of all new reservation agents.
•Scheduling of owner education classes.
REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
•Ability to provide exceptional customer service.
•Possess a positive attitude and works as a team player.
•Ability to type 30 words per minute accurately and operate our computer system.
•Possess exceptional listening skills.
•Ability to be detailed, accurate, and thorough.
•Ability to work in a fast paced environment.
•Possess good communication skills.
•Ability to conference call Owner with other departments including but not limited to: Owner Services, Financial Services, and outside connection when applicable.

Education and/or Experience: Level 3 - High school diploma or GED, limited related experience, or equivalent combination of education and experience.