Customer Experience Associate Tier 1 in Orlando, FL by Bluegreen Vacations

Date Posted: 12/30/2019

Job Snapshot

  • Employee Type:
  • Location:
    Orlando, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

The Customer Experience Associate will ensure that all client vacation expectations are exceeded during each step of
their interaction with Bluegreen Vacations, including point of sale, the reservation and confirmation process and during
their travel. Handling guest concerns from a variety of sources and making certain to listen effectively to find
an effective solution, communicate clearly and professionally to retain the customer’s business.

• Primarily take inbound calls from guests requesting to cancel their promotional marketing vacation. Provide front to back service, including (but not limited to) overcoming objections/refund requests, resolving sales alerts, making reservations, pitching revenue, answering questions, and providing written materials.
• Maintains all product knowledge, including (but not limited to) destinations, marketing channels, policy and procedure, qualifications, promotional offers,
• Deliver prompt and professional solutions for customer inquiries via phone, email and online chat/text
• 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 customers’ accounts. Report all resolutions for internal record keeping

Job Requirements

• High school diploma or equivalent
• Open Availability
• Five years of call center customer service/issue resolution experience or business retention experience
• Quality service fundamentals, Microsoft Office, and Concierge.
• Excellent conflict resolution and negotiation skills. Outstanding written, verbal and interpersonal communication skills. Outstanding ability to think through difficult situations and engineer creative solutions. Must have exemplary follow up skills, able to handle multiple projects simultaneously, clearly communicate resolution and training opportunities. Must be friendly, helpful, patient and professional, even in difficult or challenging scenarios.

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