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

Date Posted: 1/13/2021

Job Snapshot

Job Description

At Bluegreen Vacations, we know where our true value lies. It’s not in our 60+ resorts spread across the U.S. and Caribbean, it is our associates—the people who work here—who we value most.

At Bluegreen Vacations, our purpose is to deliver a great vacation experience, every time. To add even greater value for our Vacation Club owners and their families, Bluegreen has created strategic alliances with industry leaders to provide exclusive benefits like one-of-a-kind experiences and a greater range of vacation options. That’s why Bluegreen Vacations is the Official Vacation Ownership Provider for Bass Pro Shops® and Cabela's®,  Choice Hotels® and NASCAR®. We invite you and your family to discover a better way to vacation with Bluegreen.

The Customer Experience Associate will work to ensure that client vacation expectations are exceeded during their interaction with Bluegreen Vacations, including point of sale, the reservation and confirmation process and during their travel. The Associate will handle escalated guest concerns from a variety of sources and making certain to listen effectively to find the root cause of issues, while communicating clearly, in a friendly way, to solve the issue.

Specific Duties, Activities and Responsibilities

• 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

• Handling escalated guest concerns that arise before, during and after a marketing 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 inbound calls if needed.

• Running individual soft credit inquiries to determine guest eligibility

• Significant outbound call work required

Job Requirements:

•High School Diploma or equivalent

•Three years of call center customer service/issue resolution experience or business retention experience

•Quality service fundamentals, MS Office Suite, 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.

•Documented exemplary conflict resolution and negotiation skills.

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
  • Job Function Merit Only
  • Pay Type Hourly
  • Employment Indicator Regular
  • Travel Required No
  • Required Education High School
  • Job Start Date Monday, February 1, 2021
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  • Orlando, FL, USA

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