Resolution Specialist Advisor

hace 2 semanas

Ciudad de México Marriott Vacations Worldwide A tiempo completo

Resolution Specialist**Department**: Customer Service**Status**: Non-Exempt**Reports To**: Customer Service SupervisorNature of WorkThis position independently addresses member problems through investigation and tracking of individual incidents as they were handled by the respective departments in our company, while following policies and procedures. Negotiates mutually agreeable resolutions with our members while still maintaining the highest levels of member satisfaction with the least cost impact to Interval International. This position also provides technical assistance to members and non-members using Interval’s websites to obtain information or conduct getaway, travel or exchange transactions.**Responsibilities**:Handles inbound telephone calls from members. Answers questions, independently resolves problems related to any service Interval International provides.Resolves customer service issues at a supervisor authority level.Analyzes problems giving careful attention to cost implications of compensation and reach independent decisions for resolutions.Maintain an in-depth knowledge of all products offered by Interval to be able to explain product benefits to customers in ways that address their problems.Consults with appropriate departments or individuals for problem resolution.Performs follow up and resolution of member problems referred to Customer Service from other department i.e., Accounting, Exchange, Vacation Assistance, Resort Assistance, Travel, Legal, Cruise and our International Offices.**Documents all contacts**: phone, letter, referrals, etc. to supplement the database used as reference for Member Services with regards to members who have required special handling.Issues compensation including any internal compensation and/or including options listed on authorized and approved compensation sheet as needed and records in database.Assists Owner Services managers from client resort groups by responding to their owner’s concerns and requests such as, membership maintenance items, service concerns, etc.Provides technical assistance to members and non-members using any of Interval’s websites.Performs other related duties as required.Knowledge, Abilities and SkillsPreferred one year exchange experience of which six months is special services account experience.Must be computer literate.Must be able to communication effectively both orally and in writing.Must possess excellent customer service and problem-solving skills.Must be detail oriented and possess excellent organizational skills.Must be able to remain calm and courteous in emotionally charged or stressful situations.Must be able to set priorities, manage time and meet deadlines.Must posses the ability to create accurate, error-free work.Must be able to work shifts and weekends.Physical RequirementsSitting, speaking on the telephone, looking at the PC monitor and typing for extended periods of time.

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