Resolution Services Supervisor

OVERALL RESPONSIBILITIES:

• To serve as a resource to the MVC Owner Service’s and MGRC Teams. To resolve escalated customer issues received through escalated calls and emails, FIN Issues, (Fix It Now), Owner Survey Response, letters to management, and other departments.

• To serve as a resource for our Sales Teams to advise, to educate and resolve challenging Owner issues and recover any potential contentious issues and buybacks.    

• Be physically present at the Resorts during the peak demand times to deal with Owners who have post sales and servicing challenges   

• To serve as a resource for Resort operations to provide collaboration and support with any challenges they face with onsite guests

• To serve as a resource for all our business partners, Marriott International, Interval and the revenue management team  

• Act as Manager on Duty, for the early morning, the evening, the Saturday and Bank Holiday shifts.

• Nurture, encourage, support and motivate Associates within the Owners Services and Financial services team      
• Provide constructive feedback to Associates where necessary to develop and set them up for success  

• Work with Training to identify Associate training needs

• Work with Legal to provide accurate responses to Owners and/or their legal representatives in relation to the Spanish Timeshare case and any other ad hoc legal issues   

• Work with Privacy Team to provide information pertaining to GDPR requests in a timely manner   

• To use Standard Operating Procedures of the Marriott Vacation Club, and any Local Standard Operating Procedures as a guide to the standards and practices which are to be followed by all associates in this department so that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be ensured.

• To understand and support the Marriott Vacation Club Vision “To be the preferred provider of vacation ownership and personalized vacation experiences.”  To contribute to the success of the vision by being a source of influence to the vision and MVC.

• To maintain a tradition and attitude of having the desire to provide excellent service to all customers and associates in the center which will, in turn, support their efforts to provide excellent service to customers and to other associates of the operation.  To respond sensitively to the needs and feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport.  To demonstrate a positive attitude in carrying out duties

• To train and to instruct other members of the department and the operation by passing along skills and information to assist them in their development and advancement.  Ensue that such information is documented in mySource or other systems as appropriate. To provide feedback to associates and managers for development, training and process improvement needs.

• To strive to become an independent associate, able to analyze problems and to formulate plans to overcome challenges.  To get work done quickly with a high degree of quality.  To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem-solving tools that are available through the Total Quality process.

• To help create an ongoing effort to improve the whole Customer Service (CS)Department and the Customer Vacation Services-Service Support through personal action and by contributing ideas to support the improvement effort.

• As Resolution Service’s Supervisor it is your responsibility that in the absence of the associate’s manager and/or a team lead you need to ensure the following:

• MVC policies and procedures are adhered to by all other associates.
• The operation runs in an effective and efficient manner
• To advise the relevant manager of any issues that occurred in their absence.

This position can be working from home full time if the successful candidates chooses to work from home full time.

WORKING RELATIONSHIPS:

Reports to:                 Senior Manager – Owner Services

Interfaces with:         Associates within OS, FS, IPSM, S&M, New Owner Administration, Customer Experience, IR, HR, F&A, MVC associates.

ESSENTIAL JOB FUNCTIONS:

• To answer incoming questions from Owner Service Counselors and Member Services in a courteous and efficient manner and to assist them in locating the correct answers through the use of systems or enquiries.

• To handle and resolve all escalated customer issues.  To make decisions and choose appropriate courses of actions based on established parameters of empowerment that are win/win for owners and MVC alike.  To communicate with Owners and associates alike as necessary to resolve these customer issues.

• To be able to meet strict deadlines.

• To perform account maintenance on specialized customer accounts.

• To participate in assigned individual and team projects.

• To handle all inbound calls and emails for Sales and Marketing 

MARGINAL JOB FUNCTIONS:

• Assist staff with, MVC initiatives, new programs, and changes in processes/policies.

• Perform special projects as directed or assigned by other department Management

 OTHER:

• Perform all tasks in a timely manner ensuring all deadlines are met.
• Perform other related tasks as assigned by management.
• Comply with MVW policies and procedures.
• Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
• Maintain an attitude and commitment to provide excellent service to all customers and associates.  Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
• Maintain computer systems knowledge (Microsoft XP, E-Mail, Marsha/Pure, Seibel, Universe, Mortageg Serv, ADAPT, iServices, CRIS, TSW, etc.)
• Produce and present reports and presentations as required within the responsibilities of the role
• Work with all MVC colleagues as a team

JOB QUALIFICATIONS:

• Strong and experienced background in customer service,
• Strong knowledge of personal computer programs/applications.
• Outstanding interpersonal skills.
• Solid written/verbal communication skills
• Effective organizational skills

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.