Specialist Club & Owner Resolution

The Resolution Specialist is responsible for interacting with club members, owners, guests, and internal customers. They are fully equipped and empowered to engage with the customer providing resolution to escalated challenges and concerns. Providing resolution to escalated club challenges, concerns, and resale inquiries with an emphasis on satisfactory resolution to problems and challenges while staying within budgeted compensation guidelines and providing a high level of service to internal and external customer of Hilton Grand Vacations.

Responsibilities

• The Resolution Specialist will be responsible for handling escalated owner/club member challenges/concerns that require extensive
• research and/or involvement of another department and/or company partner/vendor
• Handles escalated issues and cancellation requests that come from a variety of sources including customer calls and letters, BBB
• complaints, Executive escalations, and take over escalations from a Member Specialist.
• Responsible for vetting cancellations requests to attempt to reengage the member back to the program before referring them to
• Transitions or Portfolio Services.
• Responsible for vetting resale requests from owners who have owned less than one year and attempt to reengage the member back to
• the program if it is program related.
• Applies critical thinking skills to recommend possible resolutions while following company guidelines.
• Will listen to recorded calls and review ownership documents for research purposes when required.
• Responsible for documenting system of record and SalesForce details of resolution/compensation for every case.
• Responsible for answering the internal service Club Connection/helpline supporting Sales and resort operations with questions and
• difficult situations.
• Responsible for answering the interntal service Supervisor Take over calls when a supervisor is requested by a member.
• Maintains confidence in utilizing empowerment regarding decision-making and issue resolution. Utilizes established toolkit of
• empowerment/issue resolution/compensation options.
• Leverages skills such as empathy and compassion to address and diffuse customer communication that can escalate to a highly
• emotional state.
• Responsible for resolving resort relocation and overbooking challenges involving Club Members.
• Responsible for helping cooperate disaster recovery effort, such as a hurricane or fire.
• Responsible for creating and working case management through SalesForce.
• Builds rapport with genuine customer appreciation to maintain positive customer relationships.
• Maintains complete subject matter expertise relating to all Hilton Grand Vacation Club policies.
• Applies expert systems and program knowledge to research deep details of customer account history, including purchase/contact
• history, payment history, reservations activity, club points usage, etc.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties or special projects as assigned.
• Any other reasonable request from Management

Qualifications

What makes Hilton Grand Vacations unique?

There’s nothing more rewarding than creating lifelong memories, for yourself and for others. And that’s what you’ll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 14,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do. As an award-winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we’re dedicated to recognizing, rewarding and supporting every achievement, however big or small. It’s all part of making incredible memories, together.

Find your path in a career that really matters, where you’ll truly belong. Join our growing, innovation-driven team today.

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