Escalations Representative Location Orlando, FL : Bluegreen Vacations has grown to become a leader in vacation ownership with 70+ resorts and 210,000+ owners at unique resort destinations across the U.S., Caribbean, and Bahamas. Bluegreen Vacations provides spacious accommodations with all the comforts of home, plus vacation-enhancing amenities and a staff dedicated to making every stay a memorable one. At Bluegreen Vacations, our purpose is to SHARE HAPPINESS by providing our owners and guests with a great vacation experience and lasting vacation memories. Bluegreen Vacations is also the Official Vacation Ownership Provider for Bass Pro Shops® and Cabela's®, Choice Hotels® and NASCAR®. We value our associates and want them to choose Bluegreen every single day! Bluegreen Vacations Regional Office, located in Orlando, FL, is seeking an experienced and professional Escalations Representative! **THIS IS AN IN-OFFICE OPPORTUNITY** Compensation: $17.50 per hour Schedule: Monday - Friday, 12:30pm - 9pm (weekend availability needed based on business need). The Escalations Representative will handle escalated guest concerns and retention by phone, email or online chat. Making certain to listen effectively to find the root cause of issues, the CX Associate will communicate clearly in a friendly way to solve the issue, and complete follow up as required. Significant outbound call work required Responsibilities: Handle guest concerns before, during and after a vacation is purchased and/or used. Deliver prompt and professional solutions for customer inquiries via direct contact, phone, email and online chat. Responds to customer inquiries/concerns by understanding inquiry; reviewing previous inquiries and responses; interact with contracted vendors, hotel/resort staff, etc. to gather and research information; assembling information; verifying customer's understanding of information and implementing a prompt solution Records customer inquiries by documenting the issue and response in customer accounts. Report all resolutions for internal record keeping Improves quality of service by recommending improved processes and training opportunities Provide complete resolution to escalated guest concerns from a variety of channels including but not limited to the Better Business Bureau, Attorney General, Bluegreen surveys, internal and external executives, or other legal entities. Have a thorough understanding, and keep up with changes to systems, vacation offers, promotions, destinations, participation details and policy changes Qualifications: High school diploma or equivalent (GED)6 months of sales or customer service experience Must be able to multi-task and work in a fast-paced environment, handling multiple systems and projects simultaneously, and must be proficient with computers Must be friendly, helpful, patient and professional, even in challenging scenarios Strong written, verbal and interpersonal communication skills and have exemplary follow-up skills Excellent conflict resolution and negotiation skills. Outstanding ability to think through difficult situations and engineer creative solutions. Ability to be flexible with work schedule, including overtime, weekends and holidays BGOROSP Please note that Hilton Grand Vacations Inc. (HGV) acquired Bluegreen Vacations Corporation ("Bluegreen") as of January 17, 2024. If hired, you will be an employee of Bluegreen, which is a wholly-owned subsidiary of HGV. A transition to HGV is occurring as we are in the process of integrating technology, systems and branding; however, it will take time until our separate operating systems, employment policies and benefits are fully integrated. Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW
