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Senior Customer Service Representative - Shell (Remote)

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Senior Customer Service Representative - Shell (Remote)

  • Florida, United States
  • Full Time

Go Put the World on Vacation

 

At Travel + Leisure Co. our goal is simple: to put the world on vacation. We’re the world’s leading membership and travel company, with a portfolio of nearly 20 resort, travel club, and lifestyle travel brands. Our global team of associates brings hospitality to millions, turning vacation inspiration into exceptional travel experiences through our products and services: Wyndham Destinations, the largest vacation ownership company with 230 vacation club resort locations across the globe; Panorama, the world’s foremost membership travel business that includes RCI, the largest vacation exchange company, along with industry-leading travel technology, and membership travel brands; and Travel + Leisure Group, offering travel products and services all inspired by top online and print travel content, including travel booking platform BookTandL.com, subscription travel clubs and branded consumer products.

***This is a fully remote position effective day one.

What you’ll do:

Summary:

The Senior Customer Service Representative works in the Wyndham Destinations - 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 owner escalated issues.

Responsibilities:

  • 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 and occasional maintenance fee payment processing requests.

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

  • Promptly and accurately input owner issue information into MSS and/or CDC so that root cause and business partner activity can be produced.

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

What we offer:

  • $14.30 per hour 

  • Weekends Off!

  • Medical, Dental, and Vision benefits within 30 days

  • Travel related discounts to our beautiful resorts and hotels!

  • Employee Stock purchase program

  • 401k with company match

  • Paid vacation, holiday and sick time 

  • Set work schedules to promote work-life balance

  • Tuition reimbursement up to $6,000/year

  • Advancement opportunity with a variety of career paths

  • Work from Home position (equipment provided)

Minimum Qualifications:

  • High School Diploma

  • 2 years customer service experience preferably in 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)

  • Homeowners or renters insurance for the work environment (proof of insurance will be required on day 1)

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

So what are you waiting for? Come join the fun and apply today to start your next career journey with Wyndham Destinations!

Application Tip: To expedite a response from a Recruiter, please complete a short assessment that will be emailed to you once you have completed the application.  It should take you 20 mins to complete.  If you don’t receive the email, please check your spam folder.

A World of Inclusion

Hospitality is at the heart of all we do at Travel + Leisure Co., 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-22695

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