JOB SPECIFIC TASKS
Building and Maintaining Customer Base
- Answers prospective owners, owner referrals and Bonvoy members questions regarding use of properties and location amenities; make recommendations given the background information obtained on the prospective owner through discovery.
- Fulfills requests from owners or prospective owners regarding pricing, property maps, property descriptions, room locations, and portfolio/network information.
- Follows up on referrals from owner leads as required.
- Develops and maintains records on customer contacts and uses that information to support effective follow-up encounters.
- Uses available Customer Relationship Management systems (e.g., In Contract, MOOD) to maintain accounts of interactions and follow up with customers with regard to purchases and contracting activity.
- Manage leads using different ways of contact including call, email and SMS.
Package/Day Tour
- Invite Bonvoy guests and owners to attend a personal preview of our Holiday Gallery or to offer them a discounted holiday package or activate/verify open packages.
- Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
- Encourage guests or callers to purchase or schedule preview package sales/tours.
- Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available.
- Answer guest questions about property facilities/services.
Conducting and Managing Business Transactions
- Assures complete and accurate processing of documents pertaining to package sales.
- Reviews details of prospective owners once they decide on purchase of package.
- Analyzes problems and formulates plans to overcome challenges of getting work done quickly with a high degree of quality.
Providing Services to Others
- Responds to and monitors the resolution of customer inquiries in a timely manner with accurate information.
- Leverages resources for providing service to customers in an effective manner.
Other
- Demonstrates total understanding of the culture and processes of the organization.
- Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments.
- Improves telemarketing approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Manager, Coaches, Customers, Owners).
- Participates in formal training sessions offered by management team.
- Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building.
- Assists in the development and mentoring of other Telemarketers as requested.
- Assists with new starter training and refresher training.
- Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).
- Performs other duties as assigned.
Key Performance Indicators will be:
- Associate’s calls will be monitored a minimum achievement set on proficiency.
- Associate’s Dials per Hour must not fall below minimum requirements.
- Associate must not fall below set minimum gross book to show rate in each fortnight
- Associate’s productivity should not fall below other standards as defined by management.
CANDIDATE PROFILE
- Minimum of one (1) year of experience in a similar position.
- Proficiency in English (additional language required for certain positions)
- Proven verbal and written communication skills.
- Proficiency in the use of computer word processing skills with specific knowledge of Microsoft Excel and Word
- Ability to work under pressure, manage multiple priorities, and be a self-starter.
- Proven ability to work in a team environment and interact with all levels of the organization.
- Excellent organizational and attention to detail skills
- Must be able to handle a flexible work schedule which will include weekends and evenings
- Experience in high volume, fast-paced, results oriented business environments.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
