Activation/Welcome Call Agent Mexico

Position Summary

This position reports to the Activation Call Supervisor and is for responsible for providing the highest level of service at all times through interactions with Owners which are completed via telephone and email communication. An Activation/Welcome Call Agent will ensure a positive member experience while delivering excellent customer service by making outbound Activation and Welcome calls to ResortCom's clients' newest members. The agent will assist in responding to member's questions and concerns while building a relationship to ensure quality service.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Contact new members to welcome their relationship, anticipate and address member's needs, provide all pertinent information regarding contract details and thank members with genuine appreciation.
• Provide after-sales customer service for contacted members who either request the change in account details or complaints by addressing with proper procedure.
• Identify situations where members need additional assistance, and transfer them to Member Services Agents.
• Maintain an upbeat presence on calls with members, clients and as well as with fellow employees.
• Maintains accurate information by entering correct information into the management systems and properly documents accounts.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
• Comply with Quality Assurance expectations and standards.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Answer questions about resort properties, services and contract details.
• Follow proper escalation procedures when addressing member's concerns.
• Strives towards monthly department goals as set by Management.
• Submit accurate CRM request as necessary. Follow up on open CRM's as necessary.
• Updates job knowledge by participating and seeking educational opportunities.
• Demonstrates patience, empathy and respect during intense customer interactions.
• Assist with member services and other departments when needed.
• Works entire assigned shift, demonstrates work schedule flexibility and is punctual.
• Participates in mandatory company meetings.
• Ability to perform tasks independently with minimal instruction and supervision.
• Perform other reasonable job duties as requested by Supervisors

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Work Environment

The work for this position is conducted in an office environment. The noise level in this environment is usually moderate. Travel may be required to receive training, attend meetings and develop relationships with other professionals. Evenings and weekend work may be required based upon the workload.

Benefits

• Attendance bonus
• Savings fund
• Life insurance
• Food vouchers
• Benefits as required by law

Required Education and Experience

• High school diploma (or GED or High School Equivalence Certificate)
• Excellent organizational, multi-tasking and prioritizing skills
• Ability to work under pressure
• Knowledge of MS Office applications (Word, Excel and Outlook)

Preferred Education and Experience

• Bachelor's degree or equivalent experience
• Bilingual (English – Spanish)
• 2 + years of Customer Service Experience
• Strong background in math
• Experience in the timeshare industry is encouraged

Tipo de puesto:

• Tiempo completo

Sueldo:

• $20,000.00 al mes

Beneficios:

• Caja de ahorro
• Seguro de vida
• Vales de despensa

Pago complementario:

• Bono de asistencia

Tipo de jornada:

• Incluye fines de semana
• Turno de 8 horas

Lugar de trabajo: Empleo presencial