Resolution Specialist
Company: Marriott Vacations Worldwide
Location: Miami
Posted on: March 18, 2023
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Job Description:
Are you ready to grow your dream career while making others'
vacation dreams come true? Marriott Vacations Worldwide is a world
premier organization for Vacation Ownership with resorts at
destinations around the globe. Join our team and help deliver
unforgettable experiences that make vacation dreams come true.
Nature of Work
This position independently addresses member problems through
investigation and tracking of individual incidents as they were
handled by the respective departments in our company, while
following policies and procedures. Negotiates mutually agreeable
resolutions with our members while still maintaining the highest
levels of member satisfaction with the least cost impact to
Interval International. This position also provides technical
assistance to members and non-members using Interval's websites to
obtain information or conduct getaway, travel or exchange
transactions.
Duties and Responsibilities
Handles inbound telephone calls from members. Answers questions,
independently resolves problems related to any service Interval
International provides.
Resolves customer service issues at a supervisor authority
level.
Analyzes problems giving careful attention to cost implications of
compensation and reach independent decisions for resolutions.
Maintain an in-depth knowledge of all products offered by Interval
to be able to explain product benefits to customers in ways that
address their problems.
Consults with appropriate departments or individuals for problem
resolution.
Performs follow-up and resolution of member problems referred to
Customer Service from other department i.e., Accounting, Exchange,
Vacation Assistance, Resort Assistance, Travel, Legal, Cruise and
our International Offices.
Documents all contacts via CTS: phone, letter, referrals, etc. to
supplement the database used as reference for Member Services with
regards to members who required special handling.
Issues compensation including any internal compensation and cash
amounts up to $500.00 as needed and records in database.
Assists Owner Services managers from resort groups such as Marriott
by responding to their owner's concerns, updating deposits and
memberships, name changes, adding weeks, accounting follow ups and
complaints.
Provides technical assistance to members and non-members using any
of Interval's websites.
Performs other related duties as required.
Knowledge, Abilities and Skills
Must have a minimum of one year exchange experience of which six
months is special services account experience.
Must be computer literate and posses knowledge of AS400, iServices
and Internet.
Must have knowledge of travel related issues.
Must be able to communication effectively both orally and in
writing.
Must possess excellent customer service and problem solving
skills.
Must be detail oriented and possess excellent organizational
skills.
Must be able to remain calm and courteous in emotionally charged or
stressful situations.
Must be able to set priorities, manage time and meet deadlines.
Must posses the ability to create accurate, error-free work.
Must be able to work shifts and weekends.
Physical Requirements
Sitting, speaking on the telephone, looking at the PC monitor and
typing for extended periods of time.
Marriott Vacations Worldwide is an equal opportunity employer
committed to hiring a diverse workforce and sustaining an inclusive
culture.
Keywords: Marriott Vacations Worldwide, Miami , Resolution Specialist, Other , Miami, Florida
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