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Reservations Specialist in Orlando, FL at Diamond Resorts

Date Posted: 6/20/2018

Job Snapshot

  • Employee Type:
  • Location:
    Orlando, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Under supervision, the Reservations Specialist is responsible for providing exceptional customer service to owners, members, guests, external business partners and internal Diamond Resorts International® team members through phone, email and fax interactions regarding reservations, ownership usage, exchange transactions, payment transactions, rate and availability quoting, and general information regarding Diamond Resorts properties, products and services. 

  • Handles a large volume of inbound calls, manual reservations requests, exchange deposit requests, emails, faxes, outbound calls, and other contact center operations tasks on a daily basis.
  • Maintains accurate customer contact information by verifying and updating leads in the reservations systems on every customer interaction.
  • Proactively recommends potential reservation options as well as cross-sell, upsell and ancillary products and services by gathering owner and guest information through various discovery techniques and providing recommendations that best meet the customer's needs.
  • Provides accurate, comprehensive answers to customer questions regarding Diamond Resorts products and services.
  • Processes a large volume of owner and guest reservation and payment transactions in the reservation systems with accuracy and attention to detail per established policies and procedures.
  • Responds to customer emails and requests for call-backs within established response time standards.
  • Follows defined policies and procedures for all backoffice functions.
  • Takes personal ownership to resolve customer issues and complaints by thoroughly researching issues, identifying solution options, escalating to a supervisor if applicable per established policies and procedures, and following up to ensure resolution is implemented and confirmed back to customer in a timely manner.
  • Embraces all quality assurance standards, follows established processes, and willingly accepts ongoing feedback and coaching to meet and exceed established quality assurance standards consistently on an ongoing basis.
  • Maintains and expands job knowledge and skill development by actively participating in departmental and company training programs and educational opportunities.
  • Proactively participates in team meetings and feedback sessions.
  • Proactively advises Supervisor of problems with equipment, reservations systems, and other systems immediately to support maximum efficiency and productivity.
  • Manages time effectively for maximum efficiency and productivity.
  • Adheres to assigned shift schedules and break and lunch schedules.
  • 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 or related field required.
  • No supervisory experience required.
  • This position does not include any supervisory responsibilities.
  • 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:
  • Exceptional listening, written and verbal communication skills.
  • Ability to access, read and accurately input data in a moderately complex computer system.
  • Ability to make accurate mathematical calculations using a 10-key calculator.
  • Ability to retain knowledge pertaining to essential job functions and effectively utilize provided reference tools.
  • Ability to handle and diffuse problem situations with courtesy, empathy and a resolution oriented approach.
  • Ability to use analytical and decision-making skills to offer options and problem resolutions in a variety of contexts.
  • Ability to switch between multiple systems and software programs to complete all work processes.
  • Ability to overcome customer objections through persuasion and providing a variety of options.
  • Possess a positive, professional attitude and friendly, service oriented demeanor.
  • 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.
  • 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.