OM Admin Clerk - Somerpointe Realty

About the position

The position involves providing administrative support to the Call Center Administration Manager, Call Center Manager, Open Marketing, and Owners Advantage departments. Responsibilities include verifying package sales, handling customer service calls, completing pre-arrival confirmation calls, and maintaining a working knowledge of all resorts and company products. The role requires adherence to company scripts and policies, as well as a commitment to customer service excellence.

Responsibilities

• Verifies package sales, including qualifying prospective owners and members, as set forth in department established qualifications
• Adheres to the Company script when communicating with prospective owners and members
• Handles customer service calls to include date changes and general package information
• Completes pre-arrival confirmation calls to all incoming vacation packages to confirm travel dates and presentation times
• Follows up on all pending requests until completion and returns all calls in a timely manner
• Maintains a working knowledge of all resorts, Company products and services as they relate to marketing and the company as a whole
• Responsible for professionally and courteously handling escalated guest issues
• Maintains a high level of accuracy and confidentiality in verifying and/or entering package data for the Marketing Call Center
• Supports the daily activities and assignments provided by leadership
• Participates in proactive team efforts to achieve departmental and Marketing Call Center goals
• Adheres to all company and departmental policies and procedures
• Performs additional duties that may be assigned to meet business needs

Requirements

• Good interpersonal communication skills, written and verbal
• Fluent with Microsoft Office Suite; Word, Excel, and Outlook
• Good organization skills
• Ability to manage daily, weekly and special project deadlines
• Self-starter
• Exceptional customer service skills