Explorer Customer Svc Specialist
SVO Palm Desert Office - Palm Desert, CA

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Company

Starwood Vacation Ownership (SVO) is one of the premier developers and operators of high-quality vacation ownership resorts. The company is a wholly-owned subsidiary of Starwood Hotels & Resorts Worldwide, Inc. (NYSE: HOT) and currently operates vacation ownership resorts under the Westin and Sheraton brands in some of the world's most desirable destinations, including Hawai‘i, Colorado and the Caribbean.

Location

Our SVO Palm Desert Office, located just south of the beautiful Westin Desert Willow Villas in Palm Desert, houses our Owner Marketing Contact Center and our West Region Office.

Department

Explorer Customer Service

Job Description

Outbound/Inbound focus is to represent the Starwood Explorer Program with the goal that guest will return to an Explorer Program property, experience the ultimate vacation, desire to purchase, and leave as an owner of a Starwood Vacation Ownership, Inc. property.

Customer Service Specialist is required to have complete company and product knowledge, represent all properties’ features and benefits, and be accountable for required research to fulfill customer and company needs or challenges, using proper self-initiative for solutions.

Customer Service Specialist Outbound focus represents the core and ultimate purpose of the department, which provides all aspects of Program goals, customer satisfaction and fulfillment in order to achieve the purpose of the Explorer Program and its’ contributions toward Starwood’s profitability and growth.

MAJOR DUTIES:
  • Make Explorer Package Welcome Calls to customers within 4-7 days of package purchase; discuss package and payment expectations, and solicit return reservation dates.
  • Mail Welcome letter and Starwood Preferred Guest (SPG) enrollment form (if necessary) within 48 hours after Welcome Call.
  • Make guest reservations and return presentation appointment as department needs direct, based on space availability and budget needs.
  • Mail confirmation letter of reservation and presentation appointment within 24 hours of reservation, or when any changes occur in original schedules.
  • Make a three-week follow-up call to confirm receipt of SPG enrollment form.
  • Mail SPG brochure within 48 hours of completing three-week follow-up call.
  • Make a five-week follow-up call to review SPG brochure information, and solicit return dates from guest.
  • Contact customers who have purchased within the last 6 months, but have not yet booked a reservation, and solicit a reservation date.
  • Contact customers who have sent cancellation paperwork within 10 days of package purchase, to endeavor to reinstate the package contract by overcoming the objection to retaining package.
  • Contact all customers arriving within 60 days with remaining outstanding balance, in order to collect monies due; receive payments and advise necessary departments.
  • Contact any customer arriving within 30 days with remaining outstanding balance, receive payment, or advise of policy to cancel reservation if not paid within 30 days of arrival; advise necessary departments.
  • Cancel reservation within 30 days IF PAYMENT IN FULL HAS NOT BEEN RECEIVED; advise necessary departments.
  • Contact customers arriving within 7-10 days of arrival to confirm arrival dates, discuss expectations and confirm the return sales presentation date and time. If not pre-scheduled, schedule tour time. Create trip ticket, print screen, enter information into Access and file information by arrival date in pending arrival presentation file.
  • Report to department managers, support departments, and applicable sales rep via email of arriving guest and presentation time.
  • Monitor payment schedules/problems with all Explorer package holders contacted, or that may be contacting department, to rectify and receive any outstanding payment issues.
  • Process upgrades or extensions when required by customer.
  • Make arrival calls to all Explorer guests that have arrived to property. Welcome guest to the property and offer any assistance that might be necessary. Confirm their prescheduled tour time and date. Create a trip ticket for guest’s presentation.
  • Confirm with sales rep, via email, arrival and presentation time. Advise necessary departments of any issues or needs concerning guest or package fulfillment; complete ALL department procedures for advisement of presentation appointments, and department records.
Inbound Responsibilities
  • Receives and answers inquiries or transfers to necessary staff member for package holders calling in on 800 number.
  • Confirm and/or book reservation dates and pre-schedule sales presentation on inbound calls and mail reservation and appointment confirmation letters to guest, complete all department and resort procedures for tracking and recording information, for any property as needed.
  • Process upgrades, transfers, or extensions when required by package holder.
  • Transfer or contact Department Manger, sales rep, or appropriate department when guest inquires of converting package to ownership.
  • Assist as directed by management with any telephone or mail campaigns, scheduling presentation appointments, guest welcome/arrival calls; and any other contingency or possibility that may arise for any Explorer/Starwood Program properties –Inbound or Outbound.
Requirements

  • Minimum of one-year previous customer service experience and orientation.
  • Bilingual a plus, but not required.
  • Intermediate computer skills; 35 wpm; experience in Microsoft Office programs, with communication and reporting knowledge.
  • Strong written and verbal communication skills.
Physical Job Requirements
  • Processing and analysis of paperwork requires visual observation.
  • Stairs may be part of future building structures: therefore, climbing stairs is mandatory.
  • Ability to lift small packages of at least thirty (30) pounds.
  • Travel may be required.
SVO is an Equal Opportunity Employer that supports a drug-free work environment. Drug screening is required.

Explorer Customer Svc Specialist
Company

Starwood Vacation Ownership (SVO) is one of the premier developers and operators of high-quality vacation ownership resorts. The company is a wholly-owned subsidiary of Starwood Hotels & Resorts Worldwide, Inc. (NYSE: HOT) and currently operates vacation ownership resorts under the Westin and Sheraton brands in some of the world's most desirable destinations, including Hawai‘i, Colorado and the Caribbean.

Location

Our SVO Palm Desert Office, located just south of the beautiful Westin Desert Willow Villas in Palm Desert, houses our Owner Marketing Contact Center and our West Region Office.

Department

Explorer Customer Service

Job Description

Outbound/Inbound focus is to represent the Starwood Explorer Program with the goal that guest will return to an Explorer Program property, experience the ultimate vacation, desire to purchase, and leave as an owner of a Starwood Vacation Ownership, Inc. property.

Customer Service Specialist is required to have complete company and product knowledge, represent all properties’ features and benefits, and be accountable for required research to fulfill customer and company needs or challenges, using proper self-initiative for solutions.

Customer Service Specialist Outbound focus represents the core and ultimate purpose of the department, which provides all aspects of Program goals, customer satisfaction and fulfillment in order to achieve the purpose of the Explorer Program and its’ contributions toward Starwood’s profitability and growth.

MAJOR DUTIES:
  • Make Explorer Package Welcome Calls to customers within 4-7 days of package purchase; discuss package and payment expectations, and solicit return reservation dates.
  • Mail Welcome letter and Starwood Preferred Guest (SPG) enrollment form (if necessary) within 48 hours after Welcome Call.
  • Make guest reservations and return presentation appointment as department needs direct, based on space availability and budget needs.
  • Mail confirmation letter of reservation and presentation appointment within 24 hours of reservation, or when any changes occur in original schedules.
  • Make a three-week follow-up call to confirm receipt of SPG enrollment form.
  • Mail SPG brochure within 48 hours of completing three-week follow-up call.
  • Make a five-week follow-up call to review SPG brochure information, and solicit return dates from guest.
  • Contact customers who have purchased within the last 6 months, but have not yet booked a reservation, and solicit a reservation date.
  • Contact customers who have sent cancellation paperwork within 10 days of package purchase, to endeavor to reinstate the package contract by overcoming the objection to retaining package.
  • Contact all customers arriving within 60 days with remaining outstanding balance, in order to collect monies due; receive payments and advise necessary departments.
  • Contact any customer arriving within 30 days with remaining outstanding balance, receive payment, or advise of policy to cancel reservation if not paid within 30 days of arrival; advise necessary departments.
  • Cancel reservation within 30 days IF PAYMENT IN FULL HAS NOT BEEN RECEIVED; advise necessary departments.
  • Contact customers arriving within 7-10 days of arrival to confirm arrival dates, discuss expectations and confirm the return sales presentation date and time. If not pre-scheduled, schedule tour time. Create trip ticket, print screen, enter information into Access and file information by arrival date in pending arrival presentation file.
  • Report to department managers, support departments, and applicable sales rep via email of arriving guest and presentation time.
  • Monitor payment schedules/problems with all Explorer package holders contacted, or that may be contacting department, to rectify and receive any outstanding payment issues.
  • Process upgrades or extensions when required by customer.
  • Make arrival calls to all Explorer guests that have arrived to property. Welcome guest to the property and offer any assistance that might be necessary. Confirm their prescheduled tour time and date. Create a trip ticket for guest’s presentation.
  • Confirm with sales rep, via email, arrival and presentation time. Advise necessary departments of any issues or needs concerning guest or package fulfillment; complete ALL department procedures for advisement of presentation appointments, and department records.
Inbound Responsibilities
  • Receives and answers inquiries or transfers to necessary staff member for package holders calling in on 800 number.
  • Confirm and/or book reservation dates and pre-schedule sales presentation on inbound calls and mail reservation and appointment confirmation letters to guest, complete all department and resort procedures for tracking and recording information, for any property as needed.
  • Process upgrades, transfers, or extensions when required by package holder.
  • Transfer or contact Department Manger, sales rep, or appropriate department when guest inquires of converting package to ownership.
  • Assist as directed by management with any telephone or mail campaigns, scheduling presentation appointments, guest welcome/arrival calls; and any other contingency or possibility that may arise for any Explorer/Starwood Program properties –Inbound or Outbound.
Requirements

  • Minimum of one-year previous customer service experience and orientation.
  • Bilingual a plus, but not required.
  • Intermediate computer skills; 35 wpm; experience in Microsoft Office programs, with communication and reporting knowledge.
  • Strong written and verbal communication skills.
Physical Job Requirements
  • Processing and analysis of paperwork requires visual observation.
  • Stairs may be part of future building structures: therefore, climbing stairs is mandatory.
  • Ability to lift small packages of at least thirty (30) pounds.
  • Travel may be required.
SVO is an Equal Opportunity Employer that supports a drug-free work environment. Drug screening is required.

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