Advisor, IRFS Special Services
Department: Interval Resorts and Financial Services(IRFS)
Status: Non-Exempt
Reports To: IRFS Supervisor
This position acts as the reservation agents for the club members, handling reservation requests, deposits, cancellations and HOA payments while also educating the club owners on the various products of the club or II. At times travel services are also provided to the member.
These services are provided for various clubs using various systems.
Receives and services inbound calls with club specific language.
Educates members on the products and rules of the club being serviced.
Documents each call with appropriate information related to the call serviced.
Performs reservations, cancellations, and point or week banking for club members.
Enters and manages waitlists within the reservation program and requests with II.
Deposits member weeks or points within the club or through II.
Places pending requests for members within the club or through II.
Conducts follow up calls requested by members or clients which at times may include welcome calls.
Process maintenance fee and loan payments for members based on club rules.
Performs any other duties and responsibilities as assigned by a member of the management team.
Knowledge, Abilities, and Skills
possess a minimum of six months of exchange experience.
Computer literate and be familiar with iServices.
Possess excellent oral communication skills.
Detail oriented and possess excellent organizational skills.
Excellent customer service skills.
Able to work overtime.
Able to work flexible schedules.
Employees in this position will sit for extended periods of time speaking on the phone and working at a station*. 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 be on the phone a minimum of 7 hours per day. Employees receive a half hour lunch and when possible, two fifteen minute breaks per day.
Physical Requirements
Sitting, standing, manual dexterity (writing, typing, handling), operation of automated equipment (i.e., computer).
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