Purpose
The VP of Owner Services oversees the day-to-day service initiatives of a multi-channel, high-touch service platform to the company that leads a team of Specialists in the Service, Marketing, Communications, Education, Engagement, and Retention of its Legacy and CLUB Members.
Core competencies should include Product development execution, Compliance, Professional team building, Recruiting and Retention, Marketing, Customer Service mastery, and Call Center expertise. The role requires a dynamic professional that is highly resource-driven and customer-focused. Roles drive operational excellence in service standards, Brand Compliance, Communications, Implementation, and oversight of all day-to-day Owner Services Operations. The role of responsibility requires the leader to build and retain effective teams to service, market, engage, educate, and drive customer satisfaction to the overall enterprise that is aligned with the company's vision and objectives.
Principal Duties and Responsibilities
- Oversees daily operation of multi contact service center initiatives, Omni Channel Marketing, Customer Service, Brand Compliance, Owner/ Members Education, Engagement and Communications.
- Works in alignment with the Sales division on compliance trends and synergies to nurture and grow the business
- Fosters a strong customer advocacy focused environment. Develop and manage highly skilled staff with an emphasis on service effectiveness in communication, analytics, compliance, execution, and resolve.
- Drive Customer service KPI’s in case administration and service KPI’s by requisite standards: 72 -hour contact with each case 7 days to close and Call KPI s for inbound and outbound service coupled with analytical reporting, review, and execution.
- Executes campaign management and communications and reporting across all divisional lines and applies winning strategies
- Ability to translate vision and strategic plan into clear and specific strategies with defined and measurable outcomes
- Ensures team is aligned and executing in accordance with policies, procedures, DNC compliance and KPI’s Responsible for and Team development to achieve desired behaviors and outcomes
- Drive and support a customer-focused culture for both internal and external customers, conduct root cause analysis and design efficient, scalable solutions
- Partner with Sales Leaders and other Senior Management to develop short and long-term strategies and assume responsibility for the implementation of these strategies.
- Ability to effectively manage processes, relationships, and resources to enhance organizational capability and results.
- Aligns with global Contact Center strategy, service metrics and sales goals to and Organization
- Responsible for creating and delivering operational excellence, performance indicators and customer satisfaction levels
- Lead and deliver the company Brand Strategy, customer promise and customer philosophy in all interactions across contact centers and throughout company
- Develop and organize training and script materials and effectively train and develop team members on the same
- Collaborate with internal teams (sales, Contact Center team and Senior management, etc.) to address Owner and Marketing objectives and issues and trends expeditiously
- Uniform communication to the team
- Oversees Social Media Team and Educational Platforms for Owners
- Excellent interpersonal, Problem solving and leadership skills
- Strong grasp on company products and services
- Ability to multitask and stay organized and execute all objectives
- Proficient with computer, dialer, and enterprise technology
- Oversee workstream schedules to ensure maximum coverage and to maintain adherence and ASA metric of under 30 seconds for all channels
- Maintain flexible schedule
- Prepare budgeting, reporting and strategy execution
- Delivers budgeted arrivals to Sales Centers and works with key stake holders to deliver budgeted objectives
- Any other duties as may be requisite
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:
- High School Diploma/GED
- 5 years’ experience customer service management leadership in hospitality and/or timeshare management business
- Prior Call Center experience 5 years
- Marketing experience 3 years
Skills, Knowledge, and Abilities:
- Proven experience as a manager or Customer Relations Professional
- Experience tracking KPI’s – Customer Satisfaction
- Proficient in MS Office
- A customer-oriented attitude
- Excellent communication and negotiation skills
- Problem-solving attitude
- Ability to work well with a team and execute organizational objectives
Shift: Extended hours may be necessary to accommodate business needs.
- Regular Hours and Weekend
Travel: