Customer Service Representative in Cork Regional Office at Marriott Vacations Worldwide

Date Posted: 10/10/2019

Job Snapshot

Job Description

SPECIFIC JOB DUTIES

  1. Maintain a thorough understanding of MVW Ownership and be able to perform all related tasks to ensure procedures are correctly followed. This includes, but is not limited to the following:

Usage Options including:

-Owner Occupancy - make reservations for the Owner to occupy a week or weeks at their home resort(s) during their season(s).

-Exchange with Interval International - complete process of depositing the Ownership Week(s) and assisting in Exchange process.

-Marriott Bonvoy Program Points - request Marriott Bonvoy points in lieu of occupancy.

-List for Rent - make reservations for domestic and European/Asian Properties and properly process them.

-Election -- Election of Ownership week into Destination Points.

FDB: Provide assistance in regard to First Day Benefit assignment.

Owner Referral Benefits (Friend Share): to research missing points as well as direct owner referrals to the appropriate location.

Maintenance Fees: to answer questions regarding owner's maintenance fee payments as well as process such payments.

Loan: to answer questions regarding owner's installments and well as process payments.

Miscellaneous issues: directory information, attraction, room type information, general reservation information, providing education on ownership and program and other general information.

  1. Actively contact New Owner to welcome him to the MVW family, answer general questions, begin to plan their FDB assignment, first Ownership assignment and assist with unresolved issues that may have surfaced since the original purchase and coordinate unresolved issues with other departments and/or sites.

  1. Focus and achieve all department targets and goals related to Owner Services Survey (OSS), assignments and service contacts.

  1. To develop and maintain a working relationship with other MVW and Partner departments including, but not limited to; Interval International, Marriott Bonvoy and Finance Department.

  1. All MVW New Owner Resources Advisors will meet or exceed customer expectations which include but are not limited to:

  • Speaking to the Owner in a warm, friendly and courteous manner,

  • Maintaining a positive attitude during all interactions,

  • Displaying genuine and enthusiastic interest in the Owner.

  • Ensuring that each call remains focused on the Owner's needs; refrain from using slang or jargon.

  • Anticipating the Owner's needs and being flexible in responding to them so that we may deliver the service and program they value.

  • Verify Owner account contact information (name, address and phone number) and ensure our records are up to date.

  • Take appropriate action to resolve all guest and Owner issues received by telephone and correspondence.

  • Maintain a turn around time on personal correspondence, which does not exceed 24 hours unless otherwise directed by management. This includes but is not limited to all letters received via an associate's in-box, faxes and Siebel.

  • Assist Owners in understanding the Marriott Bonvoy program, the FriendShare program and benefits of Ownership using all tools at hand for Owner education.

  • Use Siebel to document all exceptions, complex service issues, problems, concerns, resolutions, follow-ups and as directed by management, to ensure that an accurate guest/Owner history is kept.

  • Use all available support systems and groups to resolve guest/Owner concerns including but not limited to: EMPOWER, Knowledge, Universe, Iservices, Siebel, Excel, OS Support, Resort Liaisons and all other outside support departments.

  • Ensure that all policies and procedures that are outlined in Knowledge and Compass are followed to ensure that all Owners receive the same excellent service through consistently correct answers.

  • Every Associate is empowered to take appropriate action in order to resolve an Owner's issue and to prevent a repeat occurrence.

  1. To maintain NORA assignment reports.

  1. To maintain a clean, neat well organized work place free from clutter which projects a

professional atmosphere and which supports the general goals of the department which is to

be a preferred employer and a provider of a desirable work place.

  1. Take breaks and lunches at appropriate time and for proper duration in designated areas.

  1. To be aware of all existing accident prevention and safe work practice programs in the center and to work in a manner free from unsafe acts and to create a safe environment in which others may work.

  1. To cross train and to be familiar with and competent in the performance and understanding of other functions required of this department and be able to fill in as required and as directed in the absence of Associates who are normally responsible for those duties.

  1. Meets regularly with immediate Manager to discuss goals and action plans to achieve these goals. Reports progress on attaining goals on a periodic basis.

  1. The Marriott Vacation Club - Cork Owner Services Center normally functions on a six (6) day per-week basis. You may be required to work different shifts and schedules to accommodate the changing demands of business, including Saturdays and Holidays. The number of hours worked each week may be adjusted to meet the changing demands of business, which may require working more or less than fifty hours in any week.

  1. To also serve as otherwise directed or needed to help maintain the effective and efficient operation of the Marriott Vacation Club - Cork Owner Services Center. This assignment shall be at the discretion of the department manager, the Leadership Team member or the Vice President of Owner Services.

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