Customer Liaison Officer - Sales Management Support in MVO MVC Costa Del Sol M&S at Marriott Vacations Worldwide

Date Posted: 2/29/2024

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

JOB SUMMARY

Contribute to the success of the organization by reducing post-sale contract cancellations by reviewing and ensuring a positive post sale owner experience.

When needed, effectively uses sales techniques to encourage new purchasers to not cancel the sales contract within the rescission period.

Reviews all sales documents prior to final closing to ensure all information is complete and accurate.

Consolidating Sales which includes, but is not limited to, the completion of all relevant Sales documentation.

Ensures that all funding issues are addressed prior to closing.

Completes follow-up calls with new owners after closing to ensure continued satisfaction with the organization.

CANDIDATE PROFILE

Education and Experience Required:

  • High school Education or GED
  • English speaker (additional languages required)
  • Possesses strong interpersonal skills
  • Possesses strong organizational and administrative skills
  • Possesses communication and relationship skills
  • Possesses Product Knowledge

Preferred:

  •  One-year related experience

Successful Candidates Will Be Willing To:

  • Working as to their contractual agreements and working Holiday days if business requirements or requested.

JOB SPECIFIC TASKS

Document Review CR and TO

  • Go over the full contract paperwork, including SIF and ensure signatures on all related documents are correctly placed,
  • If needed, obtain information from customer to properly complete sales forms,
  • When needed, effectively use sales techniques to encourage and close supporting the sales team.

Sales Closing Administration

  • Address customer questions and concerns.
  • Review details of contracts with customers.
  • Thoroughly review loan applications and financial documents with the customer and ensures proper completion.
  • Finalize sales contracts and completes the sales closing process.

Post-Closing Activities

  • Monitor contract processing to ensure completion of the sales contract.
  • Contact new owners via phone to answer questions, address concerns, and ensure new owner is comfortable with purchase.
  • Respond to and monitor the resolution of customer and owner inquiries in a timely manner with accurate information.
  • Monitor and tracking of all communication between SE and Customer during 16 days cooling off period
  • When needed, effectively use sales techniques to discourage new owners from rescinding the sales contract.
  • Leverage resources for providing service to guests and owners (e.g., N.O.R.A) in an effective manner.

Assisting Sales Executive

  • Assisting with daily POS follow up, debtors
  • Assistance with e-mail correspondence

Owner Issues

  • Gallery Walk Ins: All walk ins must first be met by manager to establish any opportunities
  • Those that require CLS assistance are handled by the CLO. Log all scenarios, implement solutions, and follow up through the conclusion. Liaise with the Sales Management to ensure completion according to deadlines
  • Incoming phone: As per walk ins, all incoming calls go through SM to establish the level of assistance
  • Incoming emails: Only for orphan owners and only after COS have been informed
  • Maintain log of owner issues for Cork, submit weekly and follow through to conclusion

Other

  • Demonstrate total understanding of the culture and processes of the organization.
  • Improve sales closing and sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Manager Coaches, Guests, and Owners).
  • Participate in formal training sessions offered by management team when coached
  • Assist in the development and mentoring of other Quality Assurance Executives as requested.
  • The ability to take a tour should the need arise. If the tour results into a deal you would be entitled to be paid a base commission of 4% on the deal.
  • The possibility to travel to Cork Owners Services to build relationships and form a comprehensive understanding of the operational procedures employed.
  • To be fully trained on HOPA and closing documents to be able to assist with the closing of sales.

COMPETENCIES, BASIC SKILLS, and PERSONAL CHARACTERISTICS

Leadership

  • Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
  • Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods.
  • Professional Demeanour - Exhibiting behavioural styles that convey confidence and command respect from others, making a good first impression and representing the organization in alignment with its values.
  • Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

 Managing Execution

  • Driving for Results - Planning and supporting the development of individuals' skills and abilities so that they can fulfil current or future job/role responsibilities more effectively.
  • Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.

Building Relationships

  • Co-worker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
  • Customer Relationships -Developing and sustaining relationships based on an understanding of customer needs and actions.

Learning and Applying Personal Expertise

  • Applied Learning - Seeking out and making the most of learning opportunities to improve performance of self and/or others. Actively seeks and participates in learning activities; gains knowledge, understanding, and skill; applies knowledge or skill; welcomes performance feedback.
  • Applied Business Knowledge - Evaluating market dynamics, enterprise level objectives, and important aspects of the business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business result.

Basic Competencies

  • Job Specific Computer Skills - Using computer hardware and software specific to job requirements.
  •  Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
  • Reading Comprehension - Understanding written sentences and paragraphs in work
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.

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

Job Requirements

#AP/EME Sales & Marketing

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