Customer Experience - Cust Serv Exp Assoc in Orlando, FL by Bluegreen Vacations

Date Posted: 4/12/2021

Job Snapshot

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 escalated guest concerns from a variety of sources and making certain to listen effectively to find the root cause of issues, communicate clearly in a friendly way to solve the issue, and follow up is completed to ensure exceptional service is provided to guests.

  • 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 customers’ accounts. Report all resolutions for internal record keeping
  • Improves quality of service by recommending improved processes and training opportunities
  • Handling escalated guest concerns that rise before, during and after a vacation is purchased and/or used.
  • Escalated guest concerns come from a variety of channels including but not limited to Better Business Bureau,
  • Attorney General, Medallia Surveys, Bluegreen site directors, field sales leadership. Corporate Marketing executives, Bass Pro executives, corporate communications, corporate switchboard operator, Bluegreen’s legal and regulatory teams and other Service Center leadership.
  • Answer inbound calls regarding customer satisfaction issues and assist with taking general customer service calls if needed.
  • Significant outbound call work required 

Other details

  • Job Family Customer Service
  • Job Function Merit Only
  • Pay Type Hourly
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  • Orlando, FL, USA

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