Vacation Assistance Advisor

Department: Vacation Assistance

Status: Non-Exempt

Reports To: Vacation Assistance Supervisor

Nature of Work

This position is responsible for monitoring, updating and satisfying all current Interval pending requests, offering quality customer service, and all travel related services.

Duties and Responsibilities

Monitors and satisfies all Interval pending requests by confirming members and providing excellent customer service.

Contacts Interval members to offer alternates resort or alternate experience and/or make request more confirmable.

Responsible for contacting members every 30 days to inform them of the status of their request.

Educates Marriott member on special Marriott internal request program and our services to help maximize benefits.

Provides service to the return calls received from members.

Makes changes or updates information on pending requests.

Offers travel related services (i.e., Eplus, Insurance) to members.

Maintain current knowledge of each resorts group quality rating and exception variables in order to appropriately confirm an exchange request to assure the highest member satisfaction level possible.

Responsible for meeting department goals (i.e. confirmation and renewal).

Maintain daily staffing goals.

Maintain minimum monitoring score by following the department monitoring guidelines as required.

Performs other related duties as required.

Knowledge, Abilities, and Skills

Must possess a minimum of three months of Exchange experience.

Must be computer literate with AS400/iServices Query application.

Must be detail oriented and possess excellent organizational skills.

Must be able to manage time, set priorities, and meet deadlines.

Must possess initiative and excellent follow-up skills.

Must have excellent problem solving skills.

Must be able to communicate effectively both orally and in writing.

Must have excellent customer service skills.

Must possess sales experience.

Physical Requirements

Employees in this position will sit for extended periods of time speaking on the phone and working on the PC *. The employee can also periodically stand at their workstation utilizing an extended cord headset. Data entry is not constant as the information is obtained from members over the phone throughout the conversation, and is inputted by alternating between the keyboard and the mouse. Employee also responds to member questions by switching between screens for the information.

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