Job Title: Consultant, Reservations

Location: Orlando, FL 32821 (Remote after 2 weeks of training)

Duration: 6 months

Pay: $18/hr.

Schedule: Shifts Mon-Sun between 8 AM-9 PM, including holidays

The Specialist, Global Rental Operations is responsible for providing prompt, accurate responses and resolutions to rental guest concerns regarding resort stays. The role involves identifying root causes, providing education, evaluating compensation when necessary, and maintaining a high standard of communication with all stakeholders.

Qualifications:

• 2 years of customer service or timeshare operational experience.
• Strong understanding of contract standards, contractual documents, and sales compliance manuals.
• Experience with SharePoint.

Responsibilities:

Relocations/Crisis Management:

• Communicate high-profile or urgent relocation/cancellation details to guests via telephone/email.
• Clearly explain relocation or cancellation project details and ensure stakeholders are well-informed.

Case Review and Resolution:

• Thoroughly review cases to evaluate compensation history, customer behavior, financial activity, and feedback.
• Assess the impact of potential escalations on public relations and company financials.
• Obtain and analyze customer complaint information from multiple data sources to create comprehensive case files.
• Attach relevant internal/external communication and documentation for case review and future reference.

Complaint Handling:

• Use empowerment tools to resolve issues effectively and professionally, ensuring alignment with company policies.
• Communicate resolutions promptly to prevent further escalation.

Communication and Coordination:

• Monitor and address requests from customers and internal/external partners through shared inboxes, OTA portals, and other channels.
• Maintain clear, concise communication across all channels to ensure alignment and understanding.