The Resolution Specialist is responsible for interacting with club members, owners, guests, and internal customers. They are fully equipped and empowered to engage with the customer providing resolution to escalated challenges and concerns. Providing resolution to escalated club challenges, concerns, and resale inquiries with an emphasis on satisfactory resolution to problems and challenges while staying within budgeted compensation guidelines and providing a high level of service to internal and external customer of Hilton Grand Vacations. As a Resolution Specialist, you would be responsible for: The Resolution Specialist will be responsible for handling escalated owner/club member challenges/concerns that require extensive research and/or involvement of another department and/or company partner/vendor Handles escalated issues and cancellation requests that come from a variety of sources including customer calls and letters, BBB complaints, Executive escalations, and take over escalations from a Member Specialist. Responsible for vetting cancellations requests to attempt to reengage the member back to the program before referring them to Transitions or Portfolio Services. Responsible for vetting resale requests from owners who have owned less than one year and attempt to reengage the member back to the program if it is program related. Applies critical thinking skills to recommend possible resolutions while following company guidelines. Will listen to recorded calls and review ownership documents for research purposes when required. Responsible for documenting system of record and SalesForce details of resolution/compensation for every case. Responsible for answering the internal service Club Connection/helpline supporting Sales and resort operations with questions and difficult situations. Responsible for answering the interntal service Supervisor Take over calls when a supervisor is requested by a member. Maintains confidence in utilizing empowerment regarding decision-making and issue resolution. Utilizes established toolkit of empowerment/issue resolution/compensation options. Leverages skills such as empathy and compassion to address and diffuse customer communication that can escalate to a highly emotional state. Responsible for resolving resort relocation and overbooking challenges involving Club Members. Responsible for helping cooperate disaster recovery effort, such as a hurricane or fire. Responsible for creating and working case management through SalesForce. Builds rapport with genuine customer appreciation to maintain positive customer relationships. Maintains complete subject matter expertise relating to all Hilton Grand Vacation Club policies. Applies expert systems and program knowledge to research deep details of customer account history, including purchase/contact history, payment history, reservations activity, club points usage, etc. Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now, Completes all required Company training/compliance courses as assigned. Adheres to Company standards and maintains compliance with all policies and procedures. Performs other related duties or special projects as assigned. Any other reasonable request from Management To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience: Must be proficient in VOICE and Clarity Must have excellent verbal and written communication skills and some experience in handling email responses to Club Members. Ability to de-escalate intense owner issues and situations. Ability to effectively communicate, influence owners, and show the drive for results. Determination to achieve results, time management, organization, and a focus towards continuous improvement. Lead by example and take active ownership and accountability. Manages and applies knowledge Must have the ability to bring immediate credibility to the department through professional qualifications and leadership skills as well as project the highest level of integrity (voice of the customer). Recognize high escalations and deal with a sense of urgency. Must be self-motivated and self-efficient- use the resources provided Must be flexible to work different scheduled hours according to our business needs. Resolution is the highest level of escalation within the Club department and requires high level professionalis In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred: Knowledge with using SalesForce Management Bi-lingual English/Spanish or English/Portuguese a plus but not necessary Proficient in Microsoft Word, Excel, Power Point, and Outlook. Minimum of 6 months experience within Club When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life. 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 ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.