Train, onboard, develop, retain and mentor staff to achieve organizational objectives and organizational excellence. Evaluate staff effectiveness and continuously process improve. Uphold quality, script, and brand standards. Continuously analyze performance metrics, and at a minimum, achieve them as set forth. Lead by example and drive a member driven and team centric culture. Create and foster a nurturing long-term relationship with our Owners. Resolving any issues that arise to ensure owners and team members are satisfied quickly and completely.

• Foster a strong customer advocacy focused environment. Develop and manage highly skilled staff with an emphasis on sales effectiveness and exceptional post-sale customer service
• Ability to translate vision and strategic plan into clear and specific strategies with defined and measurable outcomes
• Provide leadership to ensure their teams are aligned and executing in accordance with policies, procedures and KPI’s
• Responsible for analysis, reporting and development of actionable recommendations to achieve desired behaviors and outcomes
• Drive and support a customer-focused culture for both internal and external customers, conduct root cause analysis and design efficient, scalable solutions
• Partners with Sales Leaders and other Senior Management to develop short and long-term strategies and assumes responsibility for the implementation of these strategies.
• Ability to effectively manage processes, relationships, and resources to enhance organizational capability and results.
• Aligns with global Contact Center strategy and sales goals to the local market and Organization
• Responsible for creating and delivering operational metrics, performance indicators and customer satisfaction levels
• Display leadership and deliver the Brand Strategy, customer promise and customer philosophy in all interactions across contact centers and throughout company
• Advise Owners on how to use their ownership; collaborate with all other departments in the organization to achieve organizational excellence
• Achieve all Call Center defined metrics, inclusive of Sales & Tour objectives
• Develop and organize training and script materials and effectively train and develop team members on the same
• Collaborate with internal teams (sales, customer Service and senior management, etc.) to address Owner’s needs and issues expeditiously
• Uniform communication to the team
• Excellent interpersonal, Problem solving and leadership skills
• Strong grasp on company products and services
• Ability to multitask and stay organized
• Proficient with basic computer, dialer, and phone system technology
• Prepare work schedules to ensure maximum coverage
• Develop and drive monthly, quarterly, and annual goals
• Create scripts and train and campaigns aligned with company brand and guidelines Internal/State and Federal laws
• Any other duties as may be requisite

Job Requirements

Education, Essential Training / Certifications and Experience:

• High School Diploma/GED
• BA in Business Administration or similar field
• 3-5 years’ experience customer service management in hospitality and/or timeshare management business

Skills, Knowledge and Abilities:

• Proven experience as an Owner Care Manager or Customer Relations Manager
• Experience tracking KPI’s – Customer Satisfaction
• Proficient in MS Office
• A customer-oriented attitude
• Excellent communication and negotiation skills
• Problem-solving attitude
• Ability to work well with a team