Principal Duties and Responsibilities

• Assisting owners with questions about their Membership
• Must be able to work a variable shift and flexible hours and days
• Role may be facilitated via engagement through phone, email, outbound and chat channels as
• business needs require
• Completing or assisting owners with making reservations- troubleshooting and converting calls to
• reservations
• Book NOW Stay and tour within company guidelines
• Insures accounts are not delinquent in Maintenance Fees or Loan payments prior to booking new or
• revised reservations
• Strong selling skills, able to book events, tours and sell an array of products and services
• Processes maintenance fee and loan payments
• Contributes to the revenue of the business through various ancillary revenue sales (i.e. Renting points,
• selling Capital Protection Plans and more)
• Facilitate and accept incoming/outgoing, Chat, Email and Text phone calls and return phone calls
• Maintain and meet/exceed defined agent level performance goals and contribute to the achievement of
• department goals
• Expected to be a role model for Capital Vacations Core Values, always act professional, and be a
• strong team player
• Agents must type at least 30 words per minute and successfully pass a typing test
• Daily adherence is expected at 83% minimum
• Agents must be able to multitask throughout their shift seamlessly
• Flexible in work schedule including but not limited to a Saturday shift
• Must maintain an 85% Quality Assurance score per month
• Must book weekly a minimum of 16 NOWS per week
• Book hotel or Timeshare accommodations within guidelines and send confirmations out to owner
• Confident and comfortable working in a Pay for Performance role
• Must foster high end service to Members and book minimum standards
• All other duties as required

Job Requirements

• High School diploma, some college preferred
• High level proficiency with Microsoft Office applications, High proficiency in MS Excel required ·
• Hotel/timeshare experience a plus
• A strategic mindset to problem solving and craft win/win solutions.
• Knowledge Timeshare Ware is a plus

Skills, Knowledge and Abilities:

• Ability to work both in a team and independently
• Excellent organization and ability to multi-task required to handle multiple priorities
• Very detailed oriented and accuracy is a must
• Technically savvy ~ able to quickly pick up and maneuver through several different systems · Ability to work in a fast pace office environment
• Excellent communication skills
• Bilingual a plus
• Comfortable in Selling all products and Services
• Ability to work with a high level of professionalism at all times
• Flexible schedule – Ability to work weekends, evenings and holidays

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