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Customer Care Supervisor in Orlando, FL at Diamond Resorts

Date Posted: 6/4/2018

Job Snapshot

Job Description

JOB SUMMARY

The Customer Care Supervisor supports and supervises the Customer Care Specialists while they provide superior customer service to all prospects, owners, and members through telephone contact within the National Marketing Center. Manages daily production and leads team to meet and exceed quotas and monthly objectives for the department in budgets, tour flow and volume per guest expectations.


ESSENTIAL JOB FUNCTIONS

  • Manages the process of activations, confirmations, and verifications in compliance with company and departmental policies.
  • Meets established minimum target goals, per week, for activators, confirmations, and servicing of inbound calls and on board calls.
  • Acquires and maintains working knowledge of all resorts, company products, and services as they relate to marketing and the company as a whole.
  • Leads the department training objective, inclusive of preparing training materials, overseeing the training curriculum, and delivery and execution of the training.
  • Prepares and leads training sessions and pre shift meetings when assigned.
  • Responsible for training new team members in department regarding service expectations and operational functions.
  • Prepares and administers disciplinary actions.
  • Assists in the production of departmental work schedules.
  • Ensures compliance and maintenance of timekeeping and system for team members.
  • Complies with federal guidelines as related to the Do Not Call List.
  • Reports to management on priorities and activities of the Customer Service department.
  • Attends management meetings as required.
  • Maintains a flexible work schedule to include early mornings, evenings, weekends, and holidays.
  • Must be able to operate general office machinery, (i.e., computer, copy machine, fax machine, 10-key).
  • Maintains a level of accuracy set by management on all data entry tasks of team.
  • Provides superior customer service.
  • Maintains company standards of professionalism when interacting with fellow team members, management, owners, members, and prospects.
  • Completes all required company trainings and compliance courses as assigned.
  • Adheres to company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned. 
EDUCATION
  • High School Diploma or equivalent. 
EXPERIENCE
  • A minimum of six (6) months of experience in the management and/or call center field required.
  • A minimum one (1) year of supervisory experience in the management and/or call center field required.

SUPERVISORY RESPONSIBILITIES

This position spends the majority of the time (50% or more) achieving organization objectives, often through the coordinate achievements of subordinate staff.  A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal related.  Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge. 

Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance.  Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets.   Exercises judgment within defined procedures and policies to determine appropriate action; develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives. 

Specific supervisory duties include, but are not limited to the following:

  • Determines and creates policies, procedures and manuals for direct reports.
  • Establishes objectives and goals for the team; plans, organizes and manages work flow.
  • Assigns, monitors, and reviews work; evaluates direct report’s performance.
  • Orientate and train direct reports.
  • Approves time records and time off requests; submits payroll for direct reports.
  • Investigates and resolves concerns and complaints.
  • Provide assistance and support; maintains a positive and professional working environment. 

LICENSE & CERTIFICATIONS

  • Nevada:  Timeshare License is required.
  • Florida:  This position does not require licenses or certifications.
SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices.  Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.

Specific skills and abilities include, but are not limited to the following:

  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Ability to interpret and create policies, procedures and manuals.
  • Excellent customer service skills.
  • Proficient in time management; the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Recognizes an emergency situation and takes appropriate action.
  • Able to establish and maintain a cooperative working relation.
  • Ability to interpret and create spreadsheets.
  • Able to use sound judgment; work independently, with minimal supervision.
  • Strong analytical and problem solving skills.
  • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
  • Competent in public speaking.
  • Performs well with frequent interruptions and/or distractions.
  • Basic math skills.