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Diamond Dream Holiday Agents (Call Center) in Las Vegas, NV at Diamond Resorts

Date Posted: 4/6/2018

Job Snapshot

Job Description

JOB SUMMARY   
Under direct supervision, the Diamond Dream Holiday Agent is responsible to book incentive packages provided during the time of sale or upgrade while also providing administrative support for the program.
ESSENTIAL JOB FUNCTIONS
  • Schedules Diamond Dream Holiday packages.
  • Educates and answers questions and inquiries related to the package.
  • Verifies the Diamond Dream Holiday Package and the bonus points awarded.
  • Reviews contingency requirements before booking.
  • Acquires and retains a working knowledge of all resorts, products, and services as they relate to the program and to the Company as a whole.
  • Performs roles and meets performance matrix of Planning Agent, Fulfillment Agent, and Inbound Agent.
  • Maintains a show percentage of at least 93% of all appointments scheduled.  Must book five (5) appointments (direct transfer or future appointments) per day.  Must make a minimum of fifteen (15) presentation calls per day.  Book complete reservations (if approved) and will be expected to fulfill three (3) per day.  A blend of both is appropriate.
  • Fulfills three (3) reservations per day from inbound calls, direct transfers and/or appointments.
  • Responsible for answering inbound inquiries related to the Diamond Dream Holiday Program and transferring member who are ready to book their Diamond Dream Holiday.
  • Call connection/waiting time blended at 66%, pause time 16%, after call work 13%, and a system pause of 5%.
  • Responsible for understanding and adhering to all cost budgets provided.
  • Adheres to federal guidelines as they relate to the “Do Not Call” list and Consent to Call.
  • Maintains compliance of timekeeping and attendance records and policies.
  • 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
  • No prior experience or training required.
  • No supervisory experience required.
SUPERVISORY RESPONSIBILITIES
  • This position does not include any supervisory responsibilities.
LICENSE & CERTIFICATIONS
  • 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:
  • Ability to be flexible with schedule and working hours, including evenings and weekends.
  • Documented ability to type with a proficiency at a rate of 35 words per minute.
  • Ability to operate general office machinery (i.e. phone, computer, copy machine, fax machine, 10-key).
  • Ability to apply training received on programs such as Internet Explorer, Clarity and i3.
  • Computer proficiency in Microsoft Word, Excel, Outlook.
  • Excellent customer service skills.
  • Proficient in time management; the ability to organize and manage multiple priorities.
  • Able to establish and maintain a cooperative working relation.
  • 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.
  • Performs well with frequent interruptions and/or distractions.
  • Basic math skills.

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