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Platinum Lead Agent (Timeshare) in Las Vegas, NV at Diamond Resorts

Date Posted: 4/7/2018

Job Snapshot

  • Employee Type:
  • Location:
    Las Vegas, NV
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:

Job Description


Under general supervision, the Platinum Lead Agent is responsible for managing daily production and lead team to meet and exceed team shift quotas providing a superior level of service to all members while maintaining a professional, diplomatic and ethical representation of the Company.


  • Assists agents, drives production standards and leads the daily objectives and metrics.
  • Provides a superior level of customer service to all members and owners.
  • Responsible for receiving inbound and making outbound contacts including calls and emails.
  • Books, modifies, cancels resort reservations and exchanges, processes payments, and educates members on benefits of THE Club®.
  • Researches and uses empowerment to resolve concerns and questions raised by members.
  • Enters detailed notes in comments area of member account after each interaction.
  • Provides information to members as it relates to their accounts.
  • Consistently practices the meaning of “YES” and maintains the highest standards of professionalism when interacting with fellow team members, management, owners and members
  • Maintains department standards for monthly quality assurance scores, adherence and after-call surveys.
  • Provides support for team members ensuring assistance in resolving member questions and issues.
  • Responsible for training new team members in the department in all service expectations and operational functions.
  • Responsible for all reservation productivity including inbound and outbound reservations.
  • Prepares and administers coaching and documented discipline to team members.
  • Acquires and maintains working knowledge of resorts, Company products and services as they relate to THE Club® and the Company as a whole.
  • Ensures compliance of timekeeping and Company and department policies and procedures.
  • Assigns, monitors, and reviews the work performance of the assigned team.
  • Establishes objectives and goals, plans, monitors, and organizes workflow for the team.
  • Operates office equipment (computer, phone fax, copier, etc.).
  • 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 two (2) years of experience in the customer service and/or call center field required.
  • No supervisory experience required.

Provides immediate supervision to direct reports.  Oversees and controls the work performance of others in a close working relationship, often in the same room or close proximity.  A portion of the time may be spent performing individual tasks similar to those performed by direct reports.  May participate in the interview, selection and training processes, as assigned.  May be responsible for assigning work to direct reports, reviewing results in accordance to policies and procedures, and providing recommendations to management.

  • This position does not require licenses or certifications.

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 establish and maintain effective working relationships, and interact successfully with internal and external customers.
  • Understands and follows both oral and written directions as well as knowledge and usage of correct business English and office practices.
  • Detail oriented.
  • Ability to handle stressful and complex situations.
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Excellent customer service skills, able to communicate electively with others.
  • 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 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.


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