Reporting Specialist Customer Advocacy in MVW Orlando Corporate Office Complex at Marriott Vacations Worldwide

Date Posted: 1/23/2023

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.


Position Summary


The Reporting Specialist has responsibility for the design, development, enhancement, and delivery of reports that provide actionable or useful data to support business operations, and interpretation of customer insight and trends.  The position will coordinate and document report processes; creating and publishing presentations and manage reports.  It works with the Customer Advocacy leadership team to define report requirements, recommend enhancements to workflow, build report solutions, and support quality assurance requirements.  



Report Design & Development

  • Design, develop and deliver reports that fulfill business operations and supports process improvements through actionable data.  Manage reporting process, documentation, and quality assurance testing. 
  • Deliver useful and informative reporting that is also visually interpretive.
  • Design and develop customized reporting using various systems and data resources that meet specific stakeholder and company needs.
  • Deliver adhoc reports and information/data requests as requested.
  • Deliver operational reporting (monthly/quarterly/annually).
  • Streamline and automate processes and reports.
  • Document standard operating procedures.

Department Admin Support

  • Assist in answering department phones and re-directing calls as needed.
  • Assist in processing Way to Go recognition for associates.
  • Assist in case assignments and case management.

Data Management

  • Extract, transform and load data.
  • Collect data for business reports, ensuring that data and calculations are accurate.
  • Develop, store and refine queries when needed.

Report Management & Miscellaneous

  • Develop and implement test plans to validate work.
  • Enable self-service capabilities for end users.
  • Maintain reporting systems and data.
  • Maintain and manage team SharePoint sites ensuring ease of information access, SOPs and process flow.
  • Other duties as assigned.

Policies and Procedures

  • Maintains confidentiality of proprietary materials and information.
  • Protects the privacy and security of guests and coworkers.
  • Follows company and department policies and procedures.
  • Ensures uniform, nametag, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Performs other reasonable job duties as requested by Supervisors.

Communication

  • Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Speaks to guests and co-workers using clear, appropriate and professional language.
  • Prepares and reviews written documents (e.g., daily logs, business letters, memorandums, reports), including proofreading and editing written information to ensure accuracy and completeness.
  • Communicates efficiently with others to effectively exchange information.

Working with Others

  • Supports all co-workers and treats them with dignity and respect.
  • Develops and maintains positive and productive working relationships with other associates and departments.
  • Partners with and assists others to promote an environment of teamwork and achieve common goals.
  • Handles sensitive issues with associates and/or guests with tact, respect, diplomacy, and confidentiality.

Computers/Software

  • Transmits information or documents using a computer.
  • Enters and retrieves information contained in computer databases and software to update records, files, reservations.
  • Prepares letters, memos, and other documents using e-mail, word processing, spreadsheet, database, or presentation software.

Physical Tasks

  • Enters and locates work-related information using computers and/or point of sale systems.
  • Moves, lifts, carries, pushes, pulls, and places objects weighing less than or equal to 10 pounds without assistance.


EDUCATION/EXPERIENCE, KNOWLEDGE, SKILLS AND COMPETENCIES


Education

  • A college degree preferred or equivalent work experience.

Experience

  • 2 - 5 years of experience performing report / dashboard development.
  • 1 – 3 years of experience using SharePoint is preferred.
  • Demonstrable experience using Microsoft Office 365, with the following requiring advanced experience levels:
    • Excel - including pivot tables, charts, and Visual Basic (macros)
    • Access, and
    • PowerPoint
  • Practical knowledge in importing data for use in report software, spreadsheets and graphs.
  • Experience within a contact / customer service organization.

Knowledge/Skills

  • Strong technical skills including the ability to merge data from various sources, write formulas to summarize data, translate data into user-friendly reports, and data mine for necessary drill-down metrics.
  • Strong analytical and problem-solving skills and abilities.
  • Great attention to detail, handling multiple duties at one time, meet deadlines with attention to detail and multi-task.
  • Ability to identify trends in complaint handling and communicate findings to respective Leadership for process improvement.
  • Ability to work independently as a strong individual contribute or in a team environment to meet objectives.
  • Working knowledge of vacation ownership industry experience preferred.
  • Working knowledge of Marriott Vacations Worldwide legacy systems and Salesforce preferred.
  • Strong communication skills; written and verbal.
  • Demonstrated skills in: data interpretive skills and critical thinking.
  • Excellent interpersonal skills, ability to work well with others, & positive team attitude.
  • Effective listening and comprehension skills.
  • Ability to maintain a high degree of confidentiality.

​#LI-AS1




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

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