The Escalations Representative will handle escalated guest concerns and retention by phone, email or online chat. Making certain to listen effectively to find the root cause of issues, the CX Associate will communicate clearly in a friendly way to solve the issue, and complete follow up as required. Significant outbound call work required
Responsibilities:
- Handle guest concerns before, during and after a vacation is purchased and/or used.
- Deliver prompt and professional solutions for customer inquiries via direct contact, phone, email and online chat.
- Responds to customer inquiries/concerns by understanding inquiry; reviewing previous inquiries and responses; interact with contracted vendors, hotel/resort staff, etc. to gather and research information; assembling information; verifying customer’s understanding of information and implementing a prompt solution
- Records customer inquiries by documenting the issue and response in customer accounts. Report all resolutions for internal record keeping
- Improves quality of service by recommending improved processes and training opportunities
- Provide complete resolution to escalated guest concerns from a variety of channels including but not limited to the Better Business Bureau, Attorney General, Bluegreen surveys, internal and external executives, or other legal entities.
- Have a thorough understanding, and keep up with changes to systems, vacation offers, promotions, destinations, participation details and policy changes
Qualifications:
- High school diploma or equivalent (GED)
- 6 months of sales or customer service experience
- Must be able to multi-task and work in a fast-paced environment, handling multiple systems and projects simultaneously, and must be proficient with computers
- Must be friendly, helpful, patient and professional, even in challenging scenarios
- Strong written, verbal and interpersonal communication skills and have exemplary follow-up skills
- Excellent conflict resolution and negotiation skills. Outstanding ability to think through difficult situations and engineer creative solutions.
- Ability to be flexible with work schedule, including overtime, weekends and holidays
Benefits:
- Paid training: You will earn as you learn to be a Bluegreen vacation specialist and brand ambassador.
- Career Growth: We believe in developing our current talent, we promote within.
- Fantastic benefits package: We offer several Medical/Dental/Vision plans, Education Assistance, 401k (company match), and many more benefits!
- Work/Life Balance: You will receive generous paid-time off and we offer flexible hours. Full time and part time opportunities are available. We are a highly philanthropic and socially responsible organization!
- Associate use of resorts for personal travel: We believe that vacations make people happier by sharing time together, smiles and memories.
- Amazing discounts: Hotels, retailers, car rentals, theme parks, and much more!
