The Customer Service Supervisor ensures maximum satisfaction of Bluegreen owners and guests staying at the Wilderness Club at Big Cedar. They serve as a liaison between owners, guests, and hotel staff, as well as assisting and supporting the Bluegreen Marketing, Sales, and Club Services departments as needed. The Supervisor educates owners and guests on Club programs and policies while resolving servicing issues that may arise daily at the property. They are critical during peak check-in and check-out periods with designated back-up through the marketing department. The Owner Experience Supervisor reports to the VP of the Joint Venture to support important functions as needed onsite at Wilderness Club.
Responsibilities
Ensures Bluegreen Customer Satisfaction at
- Reviews upcoming arrival reports and special requests, coordinating any inventory or amenity needs in advance, whenever possible, and leverages occupancy.
- Coordinates with administrative staff to consistently measure and monitor Medallia scores and other customer feedback mechanisms, handling alerts as needed.
- Report on reoccurring owner issues and trends to streamline effectiveness of resolutions.
- Ensure the work environment is fair and professional; foster personal and professional growth for associates through open communication, respect and integrity.
- Identify, report and provide process improvements to gain productivity and efficiency
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- Perform additional tasks as assigned
Requirements
- 2 + years in professional customer service role. Previous supervisory experience within the customer service industry is preferred.
- MS Office Outlook, Word, Excel, Power Point, and Access, Internet Explorer, company’s intranet system, AS-400, corporate policies and procedures. Must have an in depth understanding of Bluegreen’s products and services, the timeshare industry, mechanics of exchange programs, and usage guidelines for all ownership types.
- Must have extraordinary attention to detail, along with strong analytical and problem solving skills, strong ability to think strategically and analyze information timely and accurately, and strong interpersonal communication skills to work effectively with all levels of the organization. Must be able to multi task and handle numerous time sensitive deadlines. Previous demonstrated experience in coaching and developing individuals.
- Experience with face-to-face customer service and challenging complaint scenarios
- Self starter with excellent time management, verbal and written communication, impeccable follow up and desire to continuously improve processes.
Inherent within the following Specific Duties, Activities and Responsibilities is the understanding of the importance of Bluegreen Vacation’s core values and its foundational purpose of ‘Share Happiness’. Bluegreen’s core behaviors are indisputably essential to Associates and their ability to engage in the Company, their work and the Company’s success.
