What are the responsibilities and job description for the Customer Care Transitions Specialist position at Hilton Grand Vacations, Inc.?
Job Description
The Transitions Customer Care Specialist plays a key role in supporting our owners and members participating in the company's relinquishment program. This position is responsible for providing exceptional customer service through inbound and outbound calls, email correspondence, and case management. The specialist ensures all inquiries and processes are handled efficiently and in accordance with program policies.
Responsibilities
Key Responsibilities:
Qualifications
Qualifications:
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will provide reasonable accommodation to individuals with disabilities for the application and interview process. We also offer accommodation to perform essential job functions and to receive employment benefits and privileges. Please contact us to request an accommodation.
The Transitions Customer Care Specialist plays a key role in supporting our owners and members participating in the company's relinquishment program. This position is responsible for providing exceptional customer service through inbound and outbound calls, email correspondence, and case management. The specialist ensures all inquiries and processes are handled efficiently and in accordance with program policies.
Responsibilities
Key Responsibilities:
- Handle inbound and outbound calls with professionalism and empathy, assisting owners and members with questions regarding the Transitions relinquishment program.
- Respond to emails in a timely, clear, and courteous manner, maintaining accurate and helpful communication.
- Create, update, and manage service cases using internal systems; ensure all cases are documented and escalated when necessary.
- Review and approve Transitions cases for eligibility and completion based on established program criteria.
- Provide regular status updates to owners and members regarding their case progress.
- Process payments accurately and securely.
- Participate in and support special projects or process improvements as assigned by leadership.
- Maintain up-to-date knowledge of program guidelines, processes, and company policies to ensure accurate information is shared with owners and members.
- Uphold the highest level of confidentiality and compliance when handling sensitive customer information.
Qualifications
Qualifications:
- High school diploma or equivalent required; Associate's degree or higher preferred.
- 1-3 years of customer service, call center, or case management experience, preferably in the hospitality or timeshare industry.
- Strong written and verbal communication skills.
- Proficient in Microsoft Office Suite and CRM systems (e.g., Salesforce or similar platforms).
- Detail-oriented with excellent organizational and time-management skills.
- Ability to work both independently and as part of a team in a fast-paced environment.
- Strong problem-solving and conflict resolution skills.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will provide reasonable accommodation to individuals with disabilities for the application and interview process. We also offer accommodation to perform essential job functions and to receive employment benefits and privileges. Please contact us to request an accommodation.