Sr. Customer Service Representative

We Put the World on Vacation

This is a fully virtual work from home position for candidates who reside in Florida, Missouri, Nevada, Georgia, and South Carolina. Successful candidates must be able to report physically to one of our resort locations for new hire paperwork on day one and must be able to meet our work at home requirements (see below).

How You'll Shine:

The Senior Customer Service Agent works in the Travel + Leisure - Owner Services department to provide outstanding customer service and membership fulfillment to members and guests of the Shell Vacations Club and works collaboratively with external servicing partners and vendors.

This position will provide comprehensive training of SVC programs, affiliates and Resorts and contribute to positive owner feedback and department transactional requirements. The Agent will handle escalated owner issues and provides outstanding customer service to SVC members and guests received from multiple inbound owners serving lines associated with the Shell Vacations Club, including: Deeded Owners, New Owner Education, Sales and Resort Support and Website Servicing. De-escalation of customer issues as needed.

• Fulfills inbound deeded owner week reservations, external exchange, occasional maintenance fee payment processing requests, and escalations that require research/ de-escalation techniques

• Coordinate with other departments and vendors in order to facilitate out-of-network member requests

• Promptly and accurately input owner-issue information into MSS, TRIP and/or CHS so that root cause and business partner activity can be produced

• Research and resolve escalated cases that cannot be addressed over 1 telephone call

• Class starts July 22nd, 2024

• Weekends Off!

What You'll Bring:

• High School Diploma

• 2 years customer service experience preferably in a contact center environment

• Solid ability to multi-task with strong computer navigation capabilities. Exceptional listener with the skill to effectively communicate orally and written.  Possess the ability to learn quickly and apply new information; adaptable to change.

• Consistent ability to exercise excellent judgment when making decisions. Comfortable navigating through ambiguous issues

• Conducts extensive targeted research in an efficient manner

• High proficiency in business writing and email etiquette

• Aptitude for curious learning and demonstrates self-sufficiency

• In-depth understanding of contract standards, contractual documents, and sales integrity policies

What is required for me to work from home?

• Quiet workplace free of distractions

• High speed internet (DSL or Cable only) with download speed of 10mbps, upload speed 2mbps, Latency less than 80ms

• Must be able to hardwire computer directly to a router

• Must have own personal device with a working camera to be used for the first week of training (until our computers reach your home)

• Intermediate computer proficiency and ability to troubleshoot technical issues while at home

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.