Job Description

JOB SPECIFIC TASKS

Building and Maintaining Customer Base

Answers prospective owners, owner referrals and Bonvoy members questions regarding use of properties and location amenities; make recommendations given the background information obtained on the prospective owner through discovery.Fulfills requests from owners or prospective owners regarding pricing, property maps, property descriptions, room locations, and portfolio/network information.Follows up on referrals from owner leads as required.Develops and maintains records on customer contacts and uses that information to support effective follow-up encounters.Uses available Customer Relationship Management systems (e.g., In Contract, MOOD) to maintain accounts of interactions and follow up with customers with regard to purchases and contracting activity.Manage leads using different ways of contact including call, email and SMS.

Package/Day Tour

Invite Bonvoy guests and owners to attend a personal preview of our Holiday Gallery or to offer them a discounted holiday package or activate/verify open packages.Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.Encourage guests or callers to purchase or schedule preview package sales/tours.Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available.Answer guest questions about property facilities/services.

Conducting and Managing Business Transactions

Assures complete and accurate processing of documents pertaining to package sales.Reviews details of prospective owners once they decide on purchase of package.Analyzes problems and formulates plans to overcome challenges of getting work done quickly with a high degree of quality.

Providing Services to Others

Responds to and monitors the resolution of customer inquiries in a timely manner with accurate information.Leverages resources for providing service to customers in an effective manner.

Other

Demonstrates total understanding of the culture and processes of the organization.Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments.Improves telemarketing approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Manager, Coaches, Customers, Owners).Participates in formal training sessions offered by management team.Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building.Assists in the development and mentoring of other Telemarketers as requested.Assists with new starter training and refresher training.Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).Performs other duties as assigned.

Key Performance Indicators will be:  

Associate’s calls will be monitored a minimum achievement set on proficiency.Associate’s Dials per Hour must not fall below minimum requirements. Associate must not fall below set minimum gross book to show rate in each fortnight  Associate’s productivity should not fall below other standards as defined by management.

CANDIDATE PROFILE 

Minimum of one (1) year of experience in a similar position.Proficiency in English (additional language required for certain positions)Proven verbal and written communication skills.Proficiency in the use of computer word processing skills with specific knowledge of Microsoft Excel and WordAbility to work under pressure, manage multiple priorities, and be a self-starter.Proven ability to work in a team environment and interact with all levels of the organization.Excellent organizational and attention to detail skillsMust be able to handle a flexible work schedule which will include weekends and eveningsExperience in high volume, fast-paced, results oriented business environments.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.