In-Office Customer Service Representative Position Available In Horry, South Carolina

In-Office Customer Service Representative

Department:

Corp

• Call Center

Office:

Corporate HQ

Location:

Myrtle Beach, SC

SALARY:

Starting at $18.50 after training
Training Pay $15

SCHEDULE:

Full-Time opportunities
Training M-F 8:30 AM

• 5 PM
  After training 8:30-5pm or 9:30-6pm

Purpose:

Performs Customer Service with assigned case load and company standards and requisite. The position requires a brand service ambassador who is a product and service expert. May be needed to assist on phones or with special projects or initiatives per business needs. All assigned cases must be administered to protocol; when cases are assigned to the Specialist owners are reached out to within 72 hours and the case closed with resolution within seven (7) days.
What Capital Vacations can offer

YOU:

Great hourly pay and opportunity for professional GROWTH
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
Principal Duties and Responsibilities
The position of Customer Service Specialist provides Customer Service to owners along with formally responding to regulatory entities.
Administer escalated calls and emails
Administer Sales issues to resolve including three-way call resolution with owners, sales and the case leader
Well versed in Products and Services
Create escalated owner’s file which consists of notes, contracts, recording notes, and all correspondence that pertains to that owner for case administration
Listen and review an owner’s contract closing along with taking detailed notes
Communicate in a professional manner with Capital Vacation’s in-house attorneys
Conduct due diligence and answer BBB complaints within company established guidelines
Answer the BBB “We Care” phone line Monday

• Friday 9am
• 5pm
  Answer AG complaints post due diligence and within company established guidelines
  Answer owner letters
  Answer attorney letters
  Research accounts, calculate and quote Graceful Exits
  Maintain case load and close with resolve within 7 business days
  Touch each case with a customer reach out within 72 hours from assignment and close within 7 business days
  Perform due diligence on owner’s accounts with research, care, and service
  Prepare cancellations of membership
  Verification of debt
  Scribe letters and responses to correspondence in a professional manner
  Provide education on benefits and use to service the ownership; problem solve and service owners to a high level of satisfaction
  Ability to administer multiple and concurrent tasks in a deadline of case administration
  Perform Verifications on new business for Moments to Memories
  Represent Customer Service while performing Call Resolution with owner and Sales Management
  Support Owner Services with phone coverage when needed
  Any other request made by management
  General Statement•Performs the job assigned, complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity.

Job Requirements
Education, Essential Training /

Certifications, and Experience:

1 year of Customer Service experience
1 year Call Center experience
Proficiency with Microsoft Office applications, High proficiency in MS Excel (Required)
Clerical experience
A strategic mindset to research and problem solve
Experience working with Owners in a timeshare or call center atmosphere is a plus
Knowledge in Time Share Ware is a plus
CV Owner Services experience a must/plus

Skills, Knowledge, and Abilities:

Strong analytic, problem-solving skills to pinpoint issues and identify solutions
Strong written and verbal communication skills
Able to articulate, wordsmith and meet deadlines
High end customer service skills
Flexible schedule

• Ability to work holidays and weekends are a must
  Competent working with Word, Outlook, and Excel
  Work well with team members to work through new programs and procedures
  #CVAMCR