Owner Engagement Specialist
On-siteClark, New Jersey, United States
Job Summary
Manage and re-engage owners wishing to sell their Club Wyndham South Pacific ownership by educating them on benefits, resolving negative experiences, and overcoming objections. Provide account management for resell requests, ensuring all cases are recorded in Customer Hub and followed up timely while delivering insights on selling trends. Escalate as the first point of contact for complaints, ensuring bookings and administration comply with ASIC and National Consumer Credit Code requirements. Meet or exceed owner retention targets through active listening, problem-solving, and negotiation. Support the Customer Experience Leadership Team with periodical reports and maintain high product knowledge of Club Rules and Guidelines.
Required Qualifications
- Previous experience in an inbound customer service role (call centre) at a Senior or Team Leader level
- Possess a thorough understanding of Club Wyndham South Pacific Club guidelines and regulations (per Governing Documents), WVRAP sales and incentive programs for WM Owners and exchange company rules (RCI, OVC etc.) for the ability to explain, justify and communicate these to owners in verbal or written forms
- Strong personal values regarding customer service, delivering on the promise and integrity in all activities
- Excellent verbal communication and professional telephone manner with the ability to actively listen, problem solve and communicate with customers and team members in a professional, courteous manner
- Exceptional written communication for concise and professional written correspondence with particular attention to detail (grammar, punctuation, spelling etc.), and accuracy of information
- Attention to detail, thoroughness and accuracy
- Demonstrated problem solving and negotiation skills, with experience in complaints management and conflict resolution
- Ability to quickly build rapport at all levels
- Ability to take direction when instructed and to make independent decisions when necessary
- Ability to work with minimal supervision, remote from the core team
- Sound knowledge of National Consumer Credit Code, Privacy Act and other related regulatory acts
- Have the ability to interpret legislation as required reasonably
- Intermediate knowledge in Microsoft products & the ability to learn new systems as needed
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