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 done remotely from home or else we have a hybrid option the successful candidate may choose. Alternatively the successful candidate can choose to work in the office on a full time basis.
Essential Job Functions
1. Be available to answer all inbound calls in a timely and efficient manner by maintaining a business-like manner at all times.
2. Acknowledge and answer any written correspondence (Emails, Chat, WEB queries and issues, Faxes, Letters received from owners/members) in a timely and efficient manner.
3. Work as an advocate for the customer in resolving complaints and 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.
4. 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’.
5. Ensure that all contacts and interactions with owners and clients are properly documented in the ADAPT contact application and that resolutions to all issues are responded to and closed within a satisfactory period of time.
6. Exercise good judgment when handling customer queries and requests.
7. Ensure that all procedures and processes as they relate to Owner Usage, Marriott Bonvoy, Interval International, and promotion changes are followed as per ADAPT Knowledge and Compass.
8. Assist owners with their finance-related issues, including maintenance fee and loan collection and account status enquiries.
9. Assist with owner exchange requests and liaise with Marriott Bonvoy and Interval International accordingly, including membership requests, confirmations, account updates, and certificate issuance/renewal.
10. Translate documentation on an ‘ad-hoc’ basis.
11. Help create an ongoing effort to improve the department through personal action and by contributing ideas to support and enhance our customer service programme.
12. Become an independent associate able to analyze problems and formulate plans to overcome challenges, completing work efficiently with a high degree of quality.
13. Make sound and logical decisions and choose appropriate courses of action based on the parameters of the situation at hand, using the problem-solving tools available throughout the total quality management process.
14. Use Standard Operating Procedures of Vacation Experience outlined in ADAPT Knowledge & COMPASS, Standard Operating Procedures, and any Local Standard Operating Procedures as a guide to the standards and practices to be followed by all associates in this department.
15. Maintain a clean, neat, well-organized workplace projecting a professional atmosphere and free of hazards.
16. Cross-train and be familiar with and competent in the performance and understanding of other functions required of this department.
17. Function calmly in a fast-paced environment handling multiple priorities simultaneously and modify plans, actions, and decisions in light of changing situations and circumstances.
18. Demonstrate the ability to communicate verbally and in writing in a positive, encouraging manner with associates and managers.
19. Carry out any tasks as required by the immediate Manager – Operations, Team Leader – Operations, Senior Manager – Operations, and VP, Service Fulfillment.
20. Oral and written proficiency in the English language required. In addition, oral and written proficiency in Arabic is required for this role.
Other
1. Perform all tasks in a timely manner ensuring all deadlines are met.
2. Comply with MVW and any applicable Marriott International policies and procedures.
3. Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
4. Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position.
5. Maintain a strong knowledge of all Marriott product lines & systems, including ADAPT, UNIVERSE, LOANSERVE, CONCORD INTERLINK, ASSOCIATE CONSOLE, KNOWLEDGE, EMPOWER, COMPASS, ISERVICES, TIMESHAREWARE, INCONTACT, TELEOPTI, WORKDAY, and OUTLOOK programs.
6. Demonstrate a strong knowledge of the Marriott Bonvoy Program and MVW operations. A thorough understanding of current/past promotions is essential.
7. Maintain computer systems knowledge (Microsoft applications, E:Mail, Word, etc.). Work with all MVW colleagues as a team, supporting the needs within that team and those of the business at all times.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
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