What are the responsibilities and job description for the Call Center Agent position at Capital Vacations?
SALARY: Starting at $16
Job Requirements
Education, Essential Training / Certifications, and Experience:
- Training pay of $15 per hour
- 8:30-5 or 9am-6pm post training
- Saturday's are REQUIRED after training
- IN-OFFICE
- Completely closed on Sundays
- Great hourly pay and opportunity for professional GROWTH
- PAID TRAINING
- Year-round work at a company with a NATIONAL presence!
- Medical, Dental, and Vision Insurance options
- 401(K) contribution after 90 days
- Paid Life insurance, short-term and long-term disability, and MORE
- Flexible Spending Account
- Paid Time Off & Holidays
- Discounted vacation stays
- Assisting owners with questions about their Club & Legacy ownership
- Must be able to work a variable shift and flexible hours and days
- Role may be facilitated via engagement through phone, email, outbound and chat channels as business needs require
- Completing or assisting owners with making reservations- troubleshooting and converting calls to reservations
- Insures accounts are not delinquent in Maintenance Fees or Loan payments prior to booking new or revised reservations
- Strong selling skills, able to book events, tours and sell an array of products and services
- Processes maintenance fee and loan payments
- Contributes to the revenue of the business through various ancillary revenue sales (ie Renting points, selling Capital Protection Plans and more)
- Facilitate and accept incoming/outgoing, Cat, Email and Text phone calls and return phone calls
- Maintain and meet/exceed defined agent level performance goals and contribute to the achievement of department goals
- Expected to be a role model for Capital Vacations Core Values, always act professional, and be a strong Team Player
- Agents must type at least 30 words per minute
- Daily adherence is expected at 85% minimum
- Agents must be able to multitask throughout their shift seamlessly
- Flexible in work schedule with Saturday shift as rotated
- Must maintain an 85% Quality Assurance score per month
- Must convert 15% of calls to reservations at a minimum
- Confident and comfortable working in a Pay for a Performance role
- All Universal Specialists must service all Club and Legacy Products & Services and pass a comprehensive Assessment
Job Requirements
Education, Essential Training / Certifications, and Experience:
- High School diploma, some college preferred
- High level proficiency with Microsoft Office applications, High proficiency in MS Excel required
- Hotel/timeshare experience a plus
- A strategic mindset to problem solving and craft win/win solutions.
- Knowledge Timeshare Ware is a plus
- Previous experience using Salesforce.com is a plus
- Ability to work both in a team and independently
- Excellent organization and ability to multi-task required to handle multiple priorities
- Very detailed oriented and accuracy is a must
- Technically savvy ~ able to quickly pick up and maneuver through several different systems
- Ability to work in a fast pace office environment
- Excellent communication skills
- Bilingual a plus
- Comfortable in Selling all products and Services
- Ability to work with a high level of professionalism at all times
Salary : $15 - $16