Capital Vacations strives for the best!

Our mission is to deliver quality vacations to our members and guests.

In addition to competitive compensation, Capital Vacations offers a variety of benefits including Company Paid Life Insurance, Long-term Disability, Medical, Dental, Vision, 401K, discounted Vacation Stays, plus start to earn Paid Time Off immediately.

Pay

$16/hr after training and $14/hr during training

Purpose

Performs Customer Service with assigned caseload and company standards and requisites, Position requires a brand service ambassador that is a product and service expert. May be needed to assist on phones or with special projects or initiatives per business needs.

Principal Duties and Responsibilities

The position of Customer Service Specialist provides Customer Service to owners with their ownership and benefits.

• Administer escalated calls and emails
• Administer Sales log issues to resolve
• Well-versed in Products and Services
• Conduct due diligence and answer BBB complaints within company-established guidelines
• Answer AG complaints post due diligence and within company-established guidelines
• Answer owner and attorney letters
• Maintain caseload and close with resolve within 7 business days
• Touch each case with a customer reach out within 72 hours from assignment and close within 7 business days
• Perform due diligence on owner’s accounts with research, care, and service
• Prepare cancellations of membership
• Verification of debt
• Ability to administer multiple and concurrent tasks in a deadline of case administration
• Perform Verifications on new business
• Represent Customer Service and the Owner as the Voice of the Customer
• Support Owner Services with phone coverage when needed
• Any other request made by management

General Statement - Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements

Education, Essential Training / Certifications, and Experience:

• 1 year of Customer Service experience
• 1 year Call Center experience
• Proficiency with Microsoft Office applications, High proficiency in MS Excel (Required)
• Clerical experience
• A strategic mindset to research and problem solve
• Experience working with Owners in a timeshare or call center atmosphere is a plus
• Knowledge in Time Share Ware is a plus
• CV Owner Services experience a must/plus

Skills, Knowledge, and Abilities:

• Strong analytic, problem-solving skills to pinpoint issues and identify solutions
• Strong written and verbal communication skills
• Able to articulate, wordsmith and meet deadlines
• High end customer service skills
• Flexible schedule – Ability to work holidays and weekends are a must
• Competent working with Word, Outlook, and Excel
• Work well with team members to work through new programs and procedures

Shift: Additional hours may be necessary to meet deadlines and business needs

• Regular Hours and some weekends

Travel:

• None