Customer Support Specialist

Position Overview

The Customer Support Specialist will specialize in all support around Owners’ experience from the time of purchase through the lifecycle of ownership. They are responsible for educating Owners and providing assistance with resort availability and getting Owners on vacations utilizing the product purchased. This role requires enhanced awareness and knowledge of the products offered and the different home resorts, addressing any issues related to the product understanding, on-resort experiences, and payment arrangements. Additionally, strong salesmanship is essential to bridge the gap between Owners’ expectations and the actual usage capabilities of their purchased product.

Key Responsibilities

• Support all departments with any Owner related product, availability, or payment issues
• Maintain expert knowledge about company products and services to best engage and assist Owners
• Educate Owners on the product(s) they own, highlighting the benefits and guiding them on how to maximize their ownership experience
• Provide introductory and ongoing information for customers throughout the lifecycle of ownership
• Track the demand and monitor the success of demand fulfillment
• Determine the quickest and most effective ways to answer Owners’ questions
• Handle ongoing payments for customer products
• Field inbound and handle outbound calls to customers
• Meet all deadlines set by management
• Maintain and enforce a professional environment
• Ensure a flexible schedule to meet job needs and support other departmental requirements
• Perform additional job requests as assigned by management
• Maintain and protect customer personal information by keeping it confidential

Required Qualifications

• Strong sales skills
• Strong customer service skills
• Fluent in reading and writing English
• Dependable and motivated team player
• Microsoft Office experience preferred
• Ability to maintain a flexible work schedule
• Capable of collecting mortgage and maintenance fees along with managing personal information
• High attention to detail