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Guide, EVR

  • 2F-1 Business Center 9, Philexcel Business Park, Clark Freeport Zone, Pampanga, Philippines, 2023
  • Full Time

Go Put the World on Vacation

 

At Wyndham Destinations our goal is simple: to put the world on vacation. Our award-winning team of nearly 15,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the timeshare industry by doing things never done before. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business.

Job Summary

The associate’s job is to interact with Endless Vacation Rental (EVR) customers over the phone and on the computer to help them book their vacation as well as offering them upgraded membership options. 

Essential Job Responsibilities

Receive inbound calls and or web chats from EVR customers and members. These interactions would include assisting with confirm a resort vacation rental, navigational assistance with the website and offering paid membership upgrades.   Demonstration of thorough knowledge and understanding of all EVR products and programs is required in order to provide education and service our customers which includes:  problem solving, answering general questions and initiating/ processing reservations and membership upgrades. Interact with customers in a positive and professional manner representative of RCI EVR service expectations. Comply strictly with all laws, rules, and regulations applicable to their activities.  Manage attendance, telephone productive time, and schedule adherence to contribute positively to meeting call handling requirements. Mandatory overtime may be a requirement from time based on business needs.  Participates in development and training activities to enhance knowledge of products/services and improve selling and service skills.  Demonstrates open acceptance to feedback and Supervisory direction and recommendations.

Responsibilities include, but are not limited to:

  • Responsibility #1 ( 90 % time)
  • Responsibility #2 ( 5% time)
  • Responsibility #3 ( 3% time)
  • Performs other duties as needed (2% time)

Travel Requirements

Not required

Minimum Requirements and Qualifications

State the specific levels of the following that are needed to perform the minimum duties of the job. 

Education

  • High School Diploma or equivalent

Training requirements

  • Successful completion of EVR Training program

Knowledge and skills

  • Demonstrated ability to work under pressure
  • Possesses good written and oral communication skills
  • Demonstrate active listening
  • Ability to achieve Company and individual goals

Technical Skills

  • Basic Computer Skills
  • Ability to work in multiple proprietary systems simultaneously, efficiently and effectively
  • Proficient in IE, Chrome and Microsoft based applications

Job experience

  • 6 months of previous sales and customer service preferred

Complexity

Describe the following:

Level of decision making authority

  • Associate is authorized to make some Customer Service related decisions, but compensation-related situations may require direction or input from the Leadership team.

Level of autonomy

  • Associate is authorized to make some Customer Service related decisions, but compensation-related situations may require direction or input from the Leadership team.

The impact of his/her decision on the organization

  • Errors impact member satisfaction, customer retention, achievement of individual and company revenue goals, and future business.

Supervisory responsibility:

  • Not applicable

Scope/Financial Responsibility

  • (Describe quantifiable measures that will help define the value of the job.  Examples include size of budget, business metrics, etc.  Also, describe the impact on revenue, profit or expenses by stating activities that could affect financial results)
  • Associate is held accountable to meet production metrics on a monthly basis to contribute to revenue with goals based on their tenure in their role
  • Associate is held accountable for customer service standards to enhance member experience, which increases revenue through suggestive selling and selling alternative space and / or selling multiple products, responding and selling current marketing campaigns, renewing memberships, etc. This is measured by call monitoring as well as an After Call Survey Score based on the percentage of Transfers and Number of Surveys completed.  
  • Associate is held accountable for productive time metrics as well as schedule adherence metrics to ensure maximum effectiveness while engaged on the phone with members. These metrics are measured on an ongoing basis monthly as part of the Monthly Performance Review (MPR) monthly scorecard.
  • Productive Time is the amount of time an associate is actually engaged with a member, or in available waiting for a member call. (ACW (After Call Work) is only to be used to complete documentation on the previous call if the member is no longer engaged in the call, or under approved guidelines specific to a member group.
  • Schedule Adherence is the percentage of time that an associate is in an appropriate phone state, based on their schedule for the day (i.e. on the phone when expected, taking breaks and lunches when expected, etc.)

Organizational Relationships

  • Associate is responsible to interact with other associates, vendors, resorts and management in a positive professional manner.  

Work Environment

  • Computer - keyboard
  • Headset
  • Phone
  • Desk with Chair

A World of Inclusion

Hospitality is at the heart of all we do at Wyndham Destinations, including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants 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@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-13949

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