Supervisor Customer Care
Hilton Grand Vacations
- Las Vegas, NV
- Permanent
- Full-time
- Assist Customer Care Representatives with day-to-day activities and provide them with guidance and motivation. Train, track daily production & attendance, coach and performance develop team according to production standards. Handle all escalated requests, whether via written correspondence or via phone.
- Understand monthly goals and track progress throughout the month.
- Take over escalated guest calls to fix issues and provide guest satisfaction.
- Manage revenue by making sure the proper fees are being charged consistently including upgrades, 45 day and change fee's, and all holiday and extra night charges.
- Maintain side file for each team member on individual team (job description, comp plan, error logs, comments) and keep updated as new information is received.
- Monitor and provide feedback on phone calls for customer care representatives.
- Assist other departments and fill in as Supervisor on duty whenever needed.
- Assist with team payroll, performance manage missed pushes, pay corrections, etc…
- Responsible for creating monthly strategies with individual team and the overall team to accomplish monthly goals.
- Handle all administrative work from the team in a timely manner.
- Ensure the privacy and security of confidential information regarding guests.
- Maintain an upbeat, positive and motivated demeanor, especially when interacting with Hilton guests, coworkers, and managers.
- 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.
- High School Diploma or GED
- Abel to work a flexible schedule
- Minimum of one (1) or more years of supervisory experience required.
- Ability to work in a fast paced environment while being able to multi-task.