Manager, Responsible Exit in Orlando, FL by Bluegreen Vacations

Date Posted: 2/22/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Orlando, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    2/22/2021

Job Description

The Manager of Responsible Exit is responsible for the execution of Bluegreen’s Exit strategy with Owners that are seeking to discontinue their Bluegreen ownership.  This includes inbound and outbound call volume to support requested ownership exits. The Manager will be responsible for partnering with executive management on the development of exit strategies and the team’s facilitation of exit options as designed.  The Manager will be responsible for ensuring the balanced approach for  utilization of the save-the sale techniques, as well as facilitating exit performance to drive exit program revenue that supports a graceful exit as well as offsets Bluegreen’s inventory carry costs. 

Specific Duties, Activities and Responsibilities

Inbound and outbound call support for Exit related phone lines:

  • Support call volume from the custom Exit Brochure phone number.
    1. Ensure associates have mastered knowledge of all save the sale techniques, tools, and exit options and can effectively navigate discussions with Owners on the exit options.
    2. Ensure associates are proficient with Bluegreen systems fulfillment and Sales Force case management relating to Owner cases.
  • Support call volume from the Pinnacle Vacations phone number.
    1. Ensure associates have mastered knowledge of the Pinnacle resale listing process and can effectively guide the Owner through either a resale listing or Owner Relief exit.
  • Support call volume from the Google redirect phone number.
    1. Ensure associates can properly re-engage and educate owners to drive owner retention to the extent possible.
    2. Ensure associates are effective with transitioning from owner re-engagement efforts to exit options.

Development of Exit strategies and the team’s facilitation of exit options as designed:

  • The Manager will report to the Senior Director, Customer Care and have a dotted line direct to the CEO.  The Manager will partner closely with the CEO on Exit strategy development, implementation, and on-going process improvement.
  • The Manager will support strategy that aims to reduce Exit Firm interaction within the Bluegreen Owner base and supports safe and graceful ownership exit.
  • The Manager will be responsible for reporting and trend analysis with regard to items such as the Exit team’s call volume and exit option utilization.
  • The Manager will liaise with the Central Exit Support, Title, Legal,, Dev Services teams to ensure proper transition of case information to ensure effective exit process completion.

Utilization of required sales skills and sales performance within the team to drive exit program revenue that offsets Bluegreen’s inventory carry costs:

  • The Manager will be responsible for establishing performance targets for the team relating to call handling, re-engagement, and exit performance while supporting a graceful exit of ownership.
  • Performance will include metrics such as, ownership re-engagement, gross revenue collection amount, percentage of applicable exits with Maintenance Fee revenue collected (close rates,) percentage of mortgage settlements achieved (close rates,) and percentage of total loan balance collected on mortgage settlement.

Minimum Formal Education: Bachelor’s Degree or equivalent work experience

Minimum Experience: Minimum 3-5 years of timeshare customer service leadership experience and handling of high escalated complaints with comprehensive service recovery options

Essential Training, Knowledge, Licenses and /or Certifications: Knowledge of basic functions within MS Office Suite. Must remain knowledgeable of Corporate policies and procedures.

Essential Professional Skills/Competencies: Must have proven experience with P&L responsibility.

Must be detail-oriented, possessing strong communication, problem solving and organizational skills. Must have ability to influence others through positive role modeling. Good listening and comprehension skills demonstrated good judgment and ability to think outside the box and make quick decisions.

Ability to prioritize own work and well as that of others. Accuracy with record keeping and excellent time management. Proven ability to understand and manage cases in SalesForce to provide guidance by answering questions and monitoring accuracy of logged cases. Strong customer focus and extremely strong work ethic.

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 Customer Service & Contact Center Operations Leadership
  • Job Function Bonus and Merit
  • Pay Type Salary
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  • Orlando, FL, USA

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