Call Center Associate - Inbound - SVO Palm Desert Office - Palm Desert, CA

Starwood Hotels & Resorts Worldwide, Inc., one of the leading hotel and leisure companies in the world with more than 1000 properties in over 100 countries, is a fully integrated owner, operator and franchisor of hotels and resorts with the following internationally renowned brands: St. Regis®, The Luxury Collection®, Sheraton®, Westin®, Four Points® by Sheraton, W®, Le Méridien®, Aloft®and ElementSM. Starwood Vacation Ownership, Inc., a subsidiary of Starwood Hotels & Resorts Worldwide, Inc., is one of the premier developers and operators of high quality vacation interval ownership resorts. For more information, please visit www.starwoodhotels.com or www.starwoodvacationownership.com.

Location

Surrounded by a scenic outcropping of the Santa Rosa Mountains in Southern California, the Palm Desert Contact Center enjoys a serene location adjacent to one of the area’s most noted golf resorts, and just south of our beautiful Westin Desert Willow Villas property.

Department

Palm Desert Contact Center – Inbound Team

Job Description

The Call Center Associate (Inbound Activations) is responsible for assisting open dated packages in securing arrival dates. Associate is also responsible for any inquiries in reference to reservations, rescheduling, cancellations, tour changes, and accommodations.

• Handle moderate to high call volume and perform within established departmental goals. Focus on maintaining budgeted arrivals and performance expectations while delivering optimal customer service levels. Maintain transactions per hour to ensure efficiency and productivity.


• Effectively convert leads to reservations while relating the qualifications and appropriate details of participation for each respective site to the guest. Maintain integrity of arrivals by booking solidly and without high % of reschedules. Resolve, negotiate and justify equitable and cost effective solutions.


• Process arrivals, reschedules, date releases, cancellations and refund requests within departmental guidelines. Associate will exhibit diligence, accuracy and obtain proper authorization as needed. Document all conversations by inserting notes into the Sales Force customer data base in a thorough and timely manner.


• Provide customer feedback to department leaders that inform of trends or guest comments that surface as areas of concern or have potential for improvement.

Requirements

• Computer Proficiency


• Closing Skills to ensure persuasive approach to dates available.


• Excellent Verbal and Written Communication Skills


• Excellent Data Entry Skills


• Strong Interpersonal Skills and Customer Service Background


• Proven Organizational Skills


• Negotiation Skills – High energy, positive attitude, and effective problem resolution skills.