Vacation Advisor Mex

Vacation Advisor
**Department**: Member Services
**Status**: Non-Exempt
**Reports To**: Member Services Supervisor
Nature of Work

**Responsibilities**:
Educates members on our service to help maximize their benefits.

Answers members’ inquiries correctly.

Maintain an in-depth and up to date knowledge of all products offered by Interval International. Well versed in geography such as, seasonal destinations.

**Maintains all membership related data and functions such as**:
**Document and update all contact roles**: owner, individual and admin.
Add or remove ownership weeks.
Add or remove owner names.
Merge memberships or contacts.
Request membership products to be mailed.
Place pending requests, update and modify existing requests, process deposits as well as other transactions necessary to accomplish member satisfaction.

**Achieves departmental sales goals such as**:
Membership products, (basic membership, gold, and platinum.
Confirmations, pending request, insurance, EPlus, getaways, Interval Visa and any other services.
Required to upsell and offer alternate options available, as well as solicit member deposits.

Maintain a minimum monitoring overall score of 90% and maintain daily staffing and adherence goals.

Performs any other related duties as required.

Knowledge, Abilities, and Skills

Must possess a clear speaking voice and excellent telephone etiquette.

Must possess excellent oral communication skills.

Must possess excellent customer service skills.

Must have a strong command of the English language.

Must possess an understanding of departmental policies (provided by the new hire orientation) including as they relate to the use of inventory.

Must be able to work shifts, overtime, weekends and holidays.

Must be computer literate and be proficient in the iServices system upon completion of the new hire training.

Must be able to remain calm and courteous in emotionally charged or stressful situations.

Physical Requirements

Employees in this position will sit for extended periods of time speaking on the phone and working on the PC *. The employee can also periodically stand at their work station utilizing an extended cord headset. Data entry is not constant as the information is obtained from members over the phone throughout the conversation, and is inputted by alternating between the keyboard and the mouse. Employee also responds to member questions by switching between screens for the information.
- Company requirement is that an employee needs to be staffed a minimum of 7.0 hours per day as well as meet a minimum of 92% staffing adherence. Employees receive a half hour lunch and when possible, two fifteen minute breaks per day.

Variables within skill levels

**Skill 2 Special Services**:
Provides quality service to members owning at designated resorts and newly affiliated accounts requiring special handling. In addition to servicing fixed and float owners, requires knowledge in bulk and payback accounts.

**Special handling of the following accounts**:
Westgate
Kosmos Group
Villa Group (VGT, VGC, VPF)
Morritt’s Tortuga Club
Fairfield Fair Share Plus Group
Leisure Time Passport
Alumni
VIP Gold

**Additional membership related duties performed**:
Establish new membership enrollments by collecting all information required to create account.
XYZ’s (2-4-1 exchanges, type 1 per grid rules and type 2 capacity difference.)
Short Stay Exchanges

**Skill 5 Marriott**: ( +Servicing skill 2)

Must have good knowledge of exchange related functions and options. As well as ability to trouble shoot/problem solve, member related issues.

Must possess a minimum of one year exchange experience of which 6 months of sales experience.

Provides courteous and accurate service to all owners.

Provides Internet Support, (mobile app, LTP mobile app.)

Educates Marriott members of the special Marriott exchange and membership options to enhance the possibility of confirmation and membership satisfaction. Must have servicing knowledge of both Legacy and Destination owners.
Responsible for the placement of internal and external Marriott exchanges, and Marriott point based exchanges.

Communicates and works with developer to complete member related transactions and or resolve member related customer service issues.

**Skill 19 Points**: (+Servicing skill 2 and 5)

Must have a strong working knowledge of exchange related function and options in order to assist multiple resort accounts, all with different servicing parameters. As well as ability to work independently and trouble shoot/problem solve, member related issues.

Services members of assigned points based resorts. Educates these various members of the exchange options to enhance the possibility of confirmation. These are highly sensitive accounts and must be fully serviced with an extremely high level of customer service. Must consistently stay abreast of all changes and or updates made to servicing of accounts.

Responsible for educating, completing t