Digital Member Experience Specialist

As a Digital Member Experience Specialist, you will have the outstanding opportunity to craft the vacation experience of our members through flawless written communication. Your role will be pivotal in delivering world-class customer service and promoting the HGV Max program. If you are passionate about outstanding service, this is the perfect role for you!
As a  Digital Member Experience Specialist, you would be responsible for:

• Write clear responses for owners/guests via email/chat, using all tech/resources efficiently.
• Provide comprehensive program education to members, assisting with online registration, website and mobile app navigation, and self-serve opportunities available through One Console and the mobile app.
• Fulfill all service requests: confirm, modify, or cancel resort reservations, open season cash reservations, add cancellation protection, and offer detailed information about the resort, unit amenities, and mandatory alerts.
• Provide one-contact resolution by assessing the customer's needs, identifying a solution, and taking the necessary steps to address or address the inquiry further.
• Communicate in a helpful, friendly manner that promotes dialogue and establishes rapport.
• Accurately and efficiently update and document information using Salesforce and applicable reservation system(s).
• Process and analyze accounts, policies, and new product information quickly.
• Educate owners about their membership and answer questions with accuracy.
• Adhere to established etiquette and format standards to ensure consistency of communications and brand representation.
• Identify and report recurring customer service issues and trends.
• Service any/all Owner Services incoming contact types and handle any required outbound Owner Services calls.
• Maintain product knowledge by attending ongoing or refresher training.
• Embody the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.
• Complete all required Company training/compliance courses as assigned.
• Adhere to Company standards and maintain compliance with all policies and procedures.
• Perform any reasonable request by management that supports the department’s goals.

Why do Team Members Like Working for us?

• Excellent health care options (medical, dental, and vision that encourage preventative care)
• Paid Time Off (PTO) that allows for rest, relaxation or recuperation
• All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
• Our Go Hilton Team Member Travel Program offers up to 30 nights per year at our employee rate and 50% off at participating hotel-operated restaurants.
• Employee Stock Purchase Plan become an owner in our company. Eligible team members can purchase HGV common stock at a discount
• Daily Pay Option*

**Eligibility: All US hourly Team Members not represented by a labor organization or subject to collective bargaining agreement
To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• At least 6 months experience in HGV Club
• 1 yr of professional customer service experience.
• Successfully complete and pass all assessment testing.
• Display outstanding written and verbal communication skills.
• Ability to multi-task in a fast-paced environment.
• Passion for delivering outstanding customer service.
• Diligent, self-motivated, and a problem solver.
• Ability to process and analyze information quickly.
• Ability to resolve complex issues by using available resources.
• Achieve or surpass all performance metrics, goals, and targets set by departmental leadership.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• 1+ years professional experience in a Hilton Grand Vacations Contact Center.
• Excellent typing skills - words per minute.
• Excellent computer literacy including internet browser navigation, Outlook, Word, and Excel.
• Apply contact center technology effectively to service the member.

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.