Central Quality Assurance Auditor in Myrtle Beach, SC by Bluegreen Vacations

Date Posted: 10/8/2021

Job Snapshot

Job Description

The Candidate considered for this position is preferred to relocate to Knoxville, TN. Other considerations may include: Las Vegas, Orlando or Myrtle Beach. 

The Central Quality Assurance Agent is responsible ensuring the integrity of the Bluegreen Sales & Marketing processes as well as the Bluegreen brand and reputation in the marketplace by assisting with customer escalations, OCI audits and remotely monitoring QA closings. This associate must display a high-level of integrity and knowledge in the sales process in order to effectively work with customers for resolution as well as flag items as Sales Integrity Violations for further review or escalation to Senior Leadership, HR or Legal. This associate will be responsible for fielding incoming calls and escalations across multiple channels from Bluegreen owners & guests that have a concern as part of the field sales & marketing process. The role of the Central Quality Assurance Agent is to provide customers with solutions to service, product and/or practice problems in accordance with departmental standards, and to ensure each customer receives the highest possible level of service while reestablishing the credibility of the organization. Associates will work closely with leadership and training teams to offer direction on where additional training is needed.

Specific Duties, Activities and Responsibilities:

  • Handles all aspects of Sales Escalations from multiple channels including but not limited to Club Services, Social Media, Medallia, Policy Waiver & NCO Processes, BBB, Legal and Mortgage
  • Corresponds with customers to ensure a timely and acceptable means of resolution including cancellation and refund when needed
  • Ensures the data integrity and tracking of Sales Integrity Violations
  • Escalates matters to HR, Legal and Leadership as needed
  • Audits OCI’s and QA closings remotely ensuring the integrity of the process
  • Offers input to leadership and training team on where additional training is needed in terms of both location and product knowledge
  • Assists in achieving departmental goals for Sales Integrity, service level and customer satisfaction
  • Maintains knowledge of product information and performance to respond to customer questions
  • Maintains confidentiality of customer company records and account numbers to ensure customer security
  • Promotes a positive and professional company image to ensure a safe harmonious and productive working atmosphere

Minimum Formal Education:

High school diploma or equivalent required.

 

Minimum Experience:

  • 2-4 years of Bluegreen experience and knowledge of QA/Sales Process, Systems and SOP’s
  • History of delivering high quality customer service and achieving superior
  • performance metrics
  • Proven ability to de-escalate intense owner issues and situations

 

Essential Training, Knowledge, Licenses and /or Certifications:

  • Knowledge of company philosophy and processes for providing premium customer service. This includes owner needs assessment, meeting quality standards for performance, and evaluation of customer satisfaction.
  • Must have the ability to bring immediate credibility to the department through professional qualifications and skills as well as project the highest level of integrity (voice of the customer)
  • Ability to effectively communicate, influence owners, and show the drive for results.
  • Empower owners through education
  • Builds and fosters positive working relationships with peers, owners and with ones’ self.
  • Displays strong business acumen with the ability to add value in understanding owner’s need
  • Lead by example and take active ownership and accountability. Manages and applies knowledge.
  • Must possess previous experience of successfully servicing Bluegreen Owners.
  • Comprehensive and current or up-to-the-minute CLUB product knowledge
  • Consultative and up-selling sales ability and experience
  • Must be a self-starter, be motivated with the ability to motivate others, have excellent interpersonal skills, and have the energy, ambition, and drive to succeed.
  • Must possess excellent communication skills, both verbally and written

Essential Professional Skills/Competencies:

Detailed-oriented with strong analytical and problem-solving skills, strong ability to think strategically and analyze information timely and accurately, strong interpersonal communication skills to deal effectively with owners, guests and all levels of the organization.

The Candidate considered for this position is preferred to relocate to Knoxville, TN. Other considerations may include: Las Vegas, Orlando or Myrtle Beach. 

The Central Quality Assurance Agent is responsible ensuring the integrity of the Bluegreen Sales & Marketing processes as well as the Bluegreen brand and reputation in the marketplace by assisting with customer escalations, OCI audits and remotely monitoring QA closings. This associate must display a high-level of integrity and knowledge in the sales process in order to effectively work with customers for resolution as well as flag items as Sales Integrity Violations for further review or escalation to Senior Leadership, HR or Legal. This associate will be responsible for fielding incoming calls and escalations across multiple channels from Bluegreen owners & guests that have a concern as part of the field sales & marketing process. The role of the Central Quality Assurance Agent is to provide customers with solutions to service, product and/or practice problems in accordance with departmental standards, and to ensure each customer receives the highest possible level of service while reestablishing the credibility of the organization. Associates will work closely with leadership and training teams to offer direction on where additional training is needed.

Specific Duties, Activities and Responsibilities:

  • Handles all aspects of Sales Escalations from multiple channels including but not limited to Club Services, Social Media, Medallia, Policy Waiver & NCO Processes, BBB, Legal and Mortgage
  • Corresponds with customers to ensure a timely and acceptable means of resolution including cancellation and refund when needed
  • Ensures the data integrity and tracking of Sales Integrity Violations
  • Escalates matters to HR, Legal and Leadership as needed
  • Audits OCI’s and QA closings remotely ensuring the integrity of the process
  • Offers input to leadership and training team on where additional training is needed in terms of both location and product knowledge
  • Assists in achieving departmental goals for Sales Integrity, service level and customer satisfaction
  • Maintains knowledge of product information and performance to respond to customer questions
  • Maintains confidentiality of customer company records and account numbers to ensure customer security
  • Promotes a positive and professional company image to ensure a safe harmonious and productive working atmosphere

Minimum Formal Education:

High school diploma or equivalent required.

 

Minimum Experience:

  • 2-4 years of Bluegreen experience and knowledge of QA/Sales Process, Systems and SOP’s
  • History of delivering high quality customer service and achieving superior
  • performance metrics
  • Proven ability to de-escalate intense owner issues and situations

 

Essential Training, Knowledge, Licenses and /or Certifications:

  • Knowledge of company philosophy and processes for providing premium customer service. This includes owner needs assessment, meeting quality standards for performance, and evaluation of customer satisfaction.
  • Must have the ability to bring immediate credibility to the department through professional qualifications and skills as well as project the highest level of integrity (voice of the customer)
  • Ability to effectively communicate, influence owners, and show the drive for results.
  • Empower owners through education
  • Builds and fosters positive working relationships with peers, owners and with ones’ self.
  • Displays strong business acumen with the ability to add value in understanding owner’s need
  • Lead by example and take active ownership and accountability. Manages and applies knowledge.
  • Must possess previous experience of successfully servicing Bluegreen Owners.
  • Comprehensive and current or up-to-the-minute CLUB product knowledge
  • Consultative and up-selling sales ability and experience
  • Must be a self-starter, be motivated with the ability to motivate others, have excellent interpersonal skills, and have the energy, ambition, and drive to succeed.
  • Must possess excellent communication skills, both verbally and written

Essential Professional Skills/Competencies:

Detailed-oriented with strong analytical and problem-solving skills, strong ability to think strategically and analyze information timely and accurately, strong interpersonal communication skills to deal effectively with owners, guests and all levels of the organization.

At Bluegreen Vacations, the health, safety and wellbeing of our associates, owners and guests are a top priority. In order to comply with state and local COVID-19 mandates, and in alignment with the most recent CDC guidelines, we have implemented various safety protocols within our operations, such as wearing masks and conducting temperature checks and health screenings for our associates. We promote fresh air and good hygiene, take great care to properly clean and sanitize our facilities, and offer associate benefits such as paid vacation and sick time, and paid time off to get your COVID-19 vaccine. We are all in this together!

Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW  



Other details

  • Job Family Sales Operations/Administration
  • Job Function Merit Only
  • Pay Type Salary