Travel Help Desk Coordinator

**Travel Help Desk Coordinator**

**Department**:Travel Member Services

**Status**:Non-Exempt

**Grade**:
**Reports To**:
**Nature of the Work**:
This position is responsible for assisting Arise Travel CSP (Certified Service Professional) and internal department floor agents. Position conducts training, evaluates Arise CSP performance and progress, conducts training, motivating, organizing, planning and establishing goals for Arise Travel CSP’s, while improving the efficiency and productivity of the department. This position is also responsible for the ongoing support to management and is required to meet all vendor contractual obligations specific to the Travel Department.

**Duties and Responsibilities**

Monitors and provides feedback to Arise CSPs on all Travel Department and Interval International policies and procedures.

Assists in the development and improvement of processes and procedures to increase efficiency and productivity.

Assist with bookings and escalated calls as required.

Assist in identifying and resolving any extenuating member problem that are beyond the responsibility of an Arise CSP/floor agent.

Monitors Arise CPSs with live calls to ensure they are fully trained, maximizing sales opportunities and encouraging staff to sale (meet revenue goals).

Monitors CSP via chat environment, using call monitoring software to ensure proper utilization levels and phone volume coverage.

Listens to live and recorded calls for accuracy of information and the safeguard of customer service levels and provides coaching

Follow up with pending sales (Cruise Exchange, Cruise hold options, member and vendor leads, etc) for both CSPs and call center agents.

Provides management with any written or oral feedback to assist with the overall performance of Travel CSPs, including recommendations for termination, training, promotions or demotions of Arise CSPs.

Assist with coordinating vendor trainings and add briefing items in positive constructive way.

Ensures problem ownership and promotes end-user satisfaction.

Performs any other duties and responsibilities as assigned by a member of the management team.

Support Interval Options Coordinator on Cruise Exchange verification and follow up with resort and member.

Communicate with members on alternate solutions to complete a transaction.

Use the Corporate American Express to pay cruise line for final payments and when necessary full payment on last minute bookings.

Use the Corporate American Express to pay hotels partners or hotel properties on transactions that need rebooking.

Contact vendors to extend payment on bookings that need more time to complete or negotiate with vendor on alternate solutions.

In addition to Interval travel products (Cruises, Tours, Hotels, Hotel Exchange, Cruise Exchange) this area also supports LTP travel products, booking engine, members bookings and customer service issues.

Work with vendor partners towards providing excellent member customer service while meeting business goals.

Recommends measure to improve methods, performance and quality of services and the products.

Any other requested by management.

**Knowledge Abilities and skills**

Must possess a minimum of one year Cruise industry experience.

Must possess a minimum of six-month of Exchange experience.

Must possess excellent problem solving and customer service skills.

Must possess excellent verbal and oral communication skills.

Must be able to work in a challenging environment.

Must be able to manage multiple tasks simultaneously (i.e., chat environment, CMS, etc.)

Must be detail oriented and possess excellent organizational skills.

Ability to remain calm and courteous in emotionally charged or stressful situations.

Initiative-taking, accountable, approachable, combined with powerful sense of teamwork.

Must be able to travel to call center to assist with interruptions to operations.

Requires a flexible schedule that accommodates temporary/rotating shift changes to cover absences and workload changes and holidays. Hybrid remote work.

Must be able to work with minimum supervision.

Must be able to set priorities and manage time.

**Physical Requirements**

Sitting, standing, walking, manual dexterity (writing, typing, handling) operation of automated equipment (computer).

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.