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Lead Customer Care Specialist (Call Center) in Las Vegas, NV at Diamond Resorts

Date Posted: 5/16/2018

Job Snapshot

Job Description

Under general direction, the Lead Customer Care Specialist is responsible for leading a team of Customer Care Specialists whom are tasked with providing the highest level of customer service to all clients of the National Marketing Center while meeting and/or exceeding the team’s production and service levels.
  • Adheres to the Company script.
  • Responsible for accurate data entry.
  • Verifies package sales, including qualifying prospective members and owners, as set forth in department established qualifications.
  • Prepares confirmation letters and various post sales emails as outlined by department procedures.
  • Responsible for saving packages attempting to cancel.
  • Adheres to federal guidelines as they relate to the Do Not Call List and Consent to Call.
  • Complies with training received on all computer programs (i.e. I3, Clarity, and Oracle).
  • Complies with department metric requirements; 100 blended calls (inbound, outbound, and chat), 66% call connect time, 16% pause time, 9% after call and before call work, 5 bookings on AM team and 3 bookings on PM team, which equals 50 for AM and 30 for PM bi-weekly, 30% TAC conversion.
  • Maintains a solid working knowledge of all resorts, company products, and services as they related to marketing and the Company as a whole.
  • Maintains an error rate of 10% or below.
  • Prepares a minimum of 80 confirmation letters per day.
  • Administers a minimum of 25 confirmation calls per day.
  • Maintains compliance of timekeeping.
  • Responsible for professionally and courteously handling escalated guest issues.
  • Completes multiple tasks with both speed and efficiency.
  • Establish and maintain TAC I and TAC II training certification.
  • Provides coaching motivation, monitoring, training, and leadership of agents on a daily basis to help them meet their daily book goals, minimum metrics, and service level and is accountable for their respective teams overall production and service levels.
  • Assists with and offers suggestions of departmental training sessions.
  • Embrace new programs and administer their success.
  • Trains new team members on service expectations and operational functions.
  • Responsible for administering a minimum of three (3) weekly coaching submitted to management.
  • Drives production of the team and is responsible for team goals and objectives.
  • Updates hourly bookings.
  • 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.
  • High School Diploma or equivalent.
  • A minimum of six (6) months of experience in the customer service field required.
  • No supervisory experience required.
  • This position does not include any supervisory responsibilities.
  • Timeshare License.
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:
  • Maintains flexible schedule and working hours to include weekends and holidays.
  • Verified typing proficiency at a rate of 35 words per minute. 
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • 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.
  • Performs well with frequent interruptions and/or distractions.
  • Basic math skills.


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