Inbound Call Center Rep (Activator) - Sheraton Properties - Palm Desert, CA

Essential Functions:

• This position handles moderate to high call volume and performs within established departmental goals. Focus on maintaining efficient resolution and performance expectations while delivering optimal customer service levels. Resolve, negotiate and justify equitable and cost effective solutions.
  


• This position identifies escalated guest issues that require management intervention or action. Immediately notify manager of guest issues with the potential of Corporate Complaint. Provide customer feedback to department leaders that inform of trends or guest comments that surface as areas of concern or have potential for improvement.
  


• This position also processes arrival, reschedule, cancellation and refund requests within departmental guidelines. Paperwork requires diligence, accuracy and proper authorization where determined. Document all conversations by inserting notes into 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

• PC Proficiency
  


• 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.
  


• Processing and analysis of paperwork and detailed reports require visual observation.
  

Property/Location

Palm Desert Contact Center/West Regional Office

Surrounded by a scenic outcropping of the Santa Rosa Mountains in Southern California, the West Regional Office in Palm Desert enjoys a serene location adjacent to one of the area’s most noted golf resorts.

Diversity Commitment

At Vistana, we celebrate the diversity of people, ideas and cultures. We believe our differences are what make us better – a better place to work, a better place to grow, enabling a better way to see the world. Vistana is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, citizenship status, marital status, age, veteran’s status, disability, or sexual orientation. If you have a disability or special need that requires an accommodation, please let us know.