Specialist CMS Support

Hilton Grand Vacations•Orlando, FL

About The Position

The CMS Support Supervisor will perform and oversee a variety of technical and analytical support, tasks, and duties to assist the day-to day activities of the Marketing Departments. CMS Support Supervisor is responsible for supporting all marketing departments with daily functions such as computer troubleshooting, campaign setup/config/monitoring, booking dated packages, maintaining agents’ connectivity with the system, troubleshoot VDI Citrix issues, research tasks, and ensuring open lines of communication with all department leaders as well as protecting customer and company confidential information. Support strives to always provide the highest quality of service to our internal customers at the call center.

Requirements

Strong interpersonal/ communication skills with high level of management and client contact.
Must be able to handle multiple projects with complete follow through with high level of effective decision making.
GED or Highschool diploma
1-3 years of related experience

Responsibilities

Run adhoc reports as needed for all sales departments.
Be present on the floor at beginning of shift to make sure all agents receive calls and must troubleshoot and repair agents’ computers when they are having issues (frozen up, getting on computer, icons deleted, etc.)
Credit Hilton Honors points in GEM
Reply to all emails sent to support
Log into phone queue for support.
Run sql queries to complete manual dials, retrieve guest information from the database, and research issues on the floor.
Ensure supervisors have the necessary tools to complete their daily tasks. Also ensure they are trained on the tools.
Close all tickets each shift.
Book dated packages and tours and check status of various leads to see they have been charged.
Provide audio recordings to managers and assist with training of new users to pull recordings as necessary.
Ensure all sales departments can always receive or initiate calls through the system.
Various research projects.
Develop a general understanding of the sales and marketing
Add numbers to the DNC list to be removed from dialer.
Walk and train agents through setting up equipment at home.
Troubleshoot any audio and or connectivity issues with work from home agents.
Perform any other reasonable request made by management.
On time for all shifts, especially AM and Saturday shift due to opening procedures required
Flexible work schedule- Shifts could include days, nights, weekends, and over-nights as requested
Extreme attention to detail since small mistakes may have large impact to guests and business
Helpful and patient attitude when providing service and assistance to our internal customers
Communicate status of issues to call center leaders
On call and after hours support for escalation
Add/Remove licenses.
Audit Licenses.
Configuration changes to campaigns
Apply SOE filters.
Run power mode for owner programs.
Send out plus upload org charts.
Monthly/weekly meeting planning.
Monitor system.
Assist Manager with special projects