Hotel Exchange Advisor
Marriott Vacations Worldwide

Job DescriptionAre 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.

This position is responsible for receiving and responding to all correspondence received via phone and e-mail, from members and non-members, as well as providing technical assistance to consumers using Interval's website to obtain information or conduct Hotel Exchange transaction.

Duties and Responsibilities

• Responds via Kana and Outlook to all incoming messages received from the various Interval website email addresses including but not limited to Travel Customer Service, Travel Customer Support, Condo Direct, Interval Travel, related to Hotel Exchange
• Categorizes all emails for tracking of types of emails for improved scripting, future site improvement and website errors.
• Consults with appropriate departments or individuals for problem resolution.
• Resolves customer service issues at a supervisor authority level.
• Performs transactions in the iServices as needed to properly services member issues received through the e-mail system or phone
• Provides information for Supervisor's questions related to all of Interval's websites.
• Acts as a liaison between IT and Interval's websites, including opening help desk tickets for areas requiring research by IT.
• Deliver service and support to end-users via the phone

• Interact with customers to provide and process information in response to hotel exchange inquiries
• Gather customer's information and determine the issue by evaluating and analyzing the symptoms while talking member through the booking process
• Diagnose and resolve technical hardware and software issues involving internet connectivity, browser, creating a member profile
• Research required information using available resources, iServices, EAN, Revelex and related systems
• Follow standard processes and procedures, T&C and Q&A
• Identify and escalate priority issues, open CTS per problem specifications
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and designated tracking software
• Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates
• Interacts with others in a way that gives them confidence in one's intentions and those of the organization.
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
• Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
• Performs other related duties as required

Knowledge, Abilities, and Skills

• Must possess a minimum of one year exchange experience of which six months is Special Services account experience.
• Must be computer literate and possess knowledge of Microsoft Office, iServices, AS400, Internet, EAN, Revelex, Outlook applications.
• Must be able to communicate effectively both in writing and orally.
• Must be able to set priorities, manage time, and meet deadlines.
• Must be detail oriented and possess excellent organizational skills.
• Must possess excellent customer service skills.
• Must possess the ability to create accurate, error-free work.
• Must be able to work shifts and weekends.
• Blingual preferable (Spanish, French)
• Proper phone etiquette
• Multi-tasking capabilities
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict

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

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