Hilton Grand Vacations

Job Description

HGV now offers Medical/Dental Benefits on Day One!
Customer Care Agents can earn up to $2,500 as a New Hire Bonus plus are eligible to receive Gasoline Assistance during their training period.
Our guests want to travel, and we are expanding our Customer Care team to respond. Join us and be part of a team that brings future vacation dreams to life. Using their pre-paid package details as a guide, our Customer Care Agents work via phone with our guests and future owners to schedule and/or reschedule accommodations and book their tours. This talented team also takes inbound calls from guests responding to marketing campaigns and helps them to find and book the perfect getaway vacation!
Our dedication to excellence is recognized and celebrated by some outstanding accolades, including being recently named to Newsweek’s list of the most loved workplaces in 2021.
Why Team Members Like Working For Us:

Competitive base pay plus monthly performance incentives.
Recognition Programs and Rewards
Discounted Hilton hotel rates worldwide!
401(k) program with company match.
10 Paid Holidays per year plus 2 floating
Paid Sick Days
Potential Work from Home (Remote) opportunity based on 120 Days of proven performance
Employee stock purchase program
Tuition reimbursement programs
Numerous learning and advancement opportunities
Business Casual attire

Schedule Details:
Our Customer Care Department operates 7 days per week. Shifts range between 8:00am through 10:00pm EST. Paid training is provided for 4 weeks and is from 9:00 am – 4:00 pm Monday through Friday. Multiple shifts are available and will be assigned following completion of training based on business demand. Shifts may rotate after 90 days. Work from Home opportunities may be available after 120 days and based on performance results.
Additional Responsibilities Include:

Provide engaging customer service in an inbound Call Center environment
Receive calls from guests with pre-paid vacation packages and assist them to arrange their future travel plans and tour dates
Receive calls from guests responding to direct mail solicitations, e-mail campaigns, and web advertising.
Sell package upgrades that align with guest interests and influence guests to book certain property locations/months according to goals that are established.
Transact payment and fees associated with the new sale, package or any purchase upgrades when applicable
Respond to calls from guests with date change requests, inquiries related to the package details and questions regarding their upcoming vacation
Confirm all travel and tour details associated with each package and provide relevant information about their stay
Assist guests with any concerns they may have before or after they travel on their vacation package.


Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members! To fulfill this role successfully, you will have the following minimum qualifications and experience:

High School Graduate/GED
Strong sense of customer service with enthusiastic, energetic and professional behavior
Demonstrated comfort operating in fast paced environments with performance metrics.
Dedication for providing positive experiences for our customers and with co-workers
Detail-oriented, self-motivated, and a problem solver – able to follow defined processes but exercise independent judgment
Excellent verbal skills with basic computer literacy and ability to use multiple computer systems while talking
Able to excel in a fast pace and active environment
Confidential and respectful of the privacy and security of confidential information about our guests and company

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

Timeshare/hospitality background preferred
Prior experience in a phone Inbound or Outbound Call Center Environment
Proficient in Microsoft Office including Outlook, Word

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 an accommodation.

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