Vacation Advisor - TPI Exchange in ILG Intl Mexico City MEX at Marriott Vacations Worldwide

Date Posted: 6/10/2022

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.

Vacation Advisor – TPI Exchange

Department:  Member Services

Status:            Non-Exempt 

Reports To:   Member Services Supervisor

Nature of Work

This position is responsible for answering incoming service calls, servicing the members to meet organizational objectives and offering quality customer service.

Duties and Responsibilities

Educates members on TPI service to help maximize their benefits.

Assists members with any inquiries relating to their membership.

Achieves departmental sales base goals for membership renewals and upgrades, confirmations, insurance sales, and any other products/services available to the member.

Places pending requests, takes deposits and performs any other transactions necessary to accomplish member satisfaction.

Makes changes or updates information on pending requests.

Maintains daily staffing and adherence goals.

Maintains the required minimum monitoring score.  

Performs administrative tasks required by the department to ensure proper member serving; such as access WFM for schedules and shifts, Outlook for e-mails, as well as the Condo Res data base, TSW, TPI’s Intranet and Interval’s Portal for current servicing information.

Serves as a backup for skill 2 Interval International calls.

Performs any other related duties as required.

Knowledge, Abilities, and Skills

Must possess a minimum of 6 months customer service/sales experience.

Must possess a clear speaking voice and excellent telephone etiquette.

Must possess excellent oral communication skills.

Must possess some knowledge of customer service etiquette.

Must have a strong command of the English language.

Must possess an understanding of departmental policies (provided by the new hire orientation) as they relate to the use of inventory.

Must be able to work shifts, overtime, weekends and holidays.

Must be computer literate and be proficient in Condo Res, TSW, I-Services and the AS400 systems. Condo Res and TSW are trained after they are in the position.

Physical Requirements

Employees in this position will sit for extended periods of time speaking on the phone and working on the PC*.  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 needs to be staffed a minimum of 7.0 hours per day as well as meet a minimum of 85% staffing adherence. Employees receive a half hour lunch and when possible, two fifteen minute breaks per day.

Variables within skill levels

Skill 2 Special Services:

Provides quality service to members owning at designated resorts and newly affiliated resort members requiring special handling.

Services Special Services Resorts.

Provide quality service to members owning at designated resorts and newly affiliated resort members requiring special handling.

Performs all duties related to the following:

  • Changes, updates, additions, deletions and maintenance of membership information regarding weeks, resorts, etc.
  • Merging of  memberships
  • Registration of credit cards
  • Short Stay Exchanges


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