Diamond Resorts International Club Programs Agent in Las Vegas, Nevada

JOB SUMMARY
Under general supervision, the Club Program Agent facilitates and administers ongoing Club related programs and provides exemplary customer service to the customer base and internal team members. Provides guests with information, assistance, and fulfills guest requests received by telephone, email, and internal systems regarding all products for Club Operations.

ESSENTIAL JOB FUNCTIONS

  • Maintains Club initiatives and programs as assigned, including but not limited to, member benefit programs, in-resort benefit programs, first day incentive programs, and member specialty programs.

  • Fulfills member requests for point redemptions and exchange transactions.

  • Ensures that all inquiries are resolved within department expectations and standards of turnaround time, in compliance with Company standards and Club legal parameters.

  • Maintains detailed records to verify product inventory and billing.

  • Maintains system processes and tracking, including but not limited to, gifting for online validation code redemption of benefits globally.

  • Maintains future Club programs, as established.

  • Monitors and answers multiple phone lines and email boxes and responds to all inquiries from team members, management, members, and owners needing assistance, in a professional manner and offering assistance until resolution.

  • Meets and exceeds the average target goals and performance metrics set on a daily, weekly, and monthly basis, as directed by management.

  • Facilitates account updates for members, owners, and guests.

  • Fulfills account management inquiries and requests.

  • Mails Club collateral, membership cards, and forms as needed.

  • Responsible for receiving and responding to inbound contacts, in compliance with department and Company standards.

  • Communicates with other departments in order to facilitate excellent customer service delivery.

  • Cross-trains in all Club Support areas such as member benefits, club programs, sales help, account updates and utilizing all Company systems.

  • Completes all required Company trainings and compliance courses as assigned.

  • Adheres to Company standards and maintains compliance with all policies and procedures.

  • Performs other related duties as assigned.
    EDUCATION

  • High School Diploma or equivalent.

    EXPERIENCE

  • A minimum of six (6) months of experience in the customer service field required.

  • No supervisory experience required.

    SUPERVISORY RESPONSIBILITIES

  • This position does not include any supervisory responsibilities.

    LICENSE & CERTIFICATIONS

  • This position does not require licenses or certifications. SKILLS & ABILITIES This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.

    Specific skills and abilities include, but are not limited to the following:

  • Attention to detail.

  • Computer proficiency in Microsoft Word, Excel and Outlook.

  • Ability to interpret and create policies, procedures and manuals.

  • Excellent customer service skills.

  • Proficient in time management; the ability to organize and manage multiple priorities.

  • Ability to take initiative and effectively adapt to changes.

  • Recognizes an emergency situation and takes appropriate action.

  • Able to establish and maintain a cooperative working relation.

  • Ability to interpret and create spreadsheets.

  • Able to use sound judgment; work independently, with minimal supervision.

  • Strong analytical and problem solving skills.

  • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.

  • Performs well with frequent interruptions and/or distractions.

  • Basic math skills.

Job: *Call Center/Reservations

Title: Club Programs Agent

Location: Nevada-Las Vegas

Requisition ID: CC-0000GM