Customer Service Assistant Supervisor in Orlando, FL by Bluegreen Vacations

Date Posted: 9/12/2019

Job Snapshot

Job Description

PURPOSE: To assist the supervisor with overseeing and providing leadership to the Customer Service department. 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. Overseeing the daily operations of the department such as training, monitoring, coach and counsel of associates and working with leadership of other departments to achieve company goals.

• Oversee day to day operations of the Customer Service department
• Directly oversee and responsible for Performance Management of a team of assigned Customer Service Associates
• Interact with sites, vendors, hotels and stores to resolve issues, sell or book packages as needed
• Review / generate reports – sales volume, booking, cancel, refund, abandon calls
• Update departments on all new packages, stores, gifts, locations and policy or procedure changes
• Focus on performance of employees by putting emphasis on work rules, policies, procedures, and behavioral competencies
• Train, monitor, counsel, and motivate associates
• Handling escalated guest concerns directly and logging into the queue as needed for proper call flow
• To create, implement and review programs to meet monthly, quarterly and yearly goals for the department
• To respond professionally to emails in multiple mailboxes, and with associates, vendors and sites
• Agrees to follow the ethical and professional rule of conduct
• Other duties as assigned

Your career with Bluegreen Vacations offers:
• Paid Training
• Medical, Dental & Vision Plans
• Benefits and recognition programs
• Paid Time Off
• 401k plus company match
• Discounted Team Member Resort Stays (only $75 a week!)
• Long - term career opportunities
• Team Member Referral Program
• Conveniently located by the Millenia Mall

Job Requirements

MINIMUM QUALIFICATIONS (Skills, Knowledge, Ability, etc.):
• High school diploma or equivalent
• 6 months - 1 year call center supervisory experience, timeshare knowledge a plus, at least two years experience in sales and customer service
• Strategic business vision and planning, negotiation techniques, communication techniques, quality management, strategic customer relationship, MS Office Outlook, Word, Excel, Power Point, internet explorer, company’s intranet system, Concierge, AS400 and corporate policies and procedures
• Must be detail oriented, able to handle multiple projects, adhere to deadlines, and manage groups of people from diverse backgrounds, excellent verbal and written communication skills. Must have exceptional conflict resolution/problem solving and follow up skills.


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