Award Fulfillment Administrator - Redmond, WA

Duties & Responsibilities - Briefly describe the major duties, responsibilities and essential functions of the job and the % of work time spent on each. An Award Fulfillment Administrator is responsible for dispensation of cash and credit awards to owners as well as production, assembly and mailing of Friends First award statements, checks, exchanging cash for credits process, contest administration, providing owner data to internal Marketing Teams, responding to both Guest Services and Owner Services departments in handling all owner inquiries relating to Friends First awards, regional inquiries and direct owner contact. The Award Fulfillment Administrator is accountable for providing exemplary customer service to Trendwest, WorldMark owners and internal departments. Process approximately 400 cash and credit referral awards each week ($1.8 million annually)Respond to owner inquiries with:?  Service that pleases customers above and beyond expectation?  In-depth company and system knowledge to allow quick, appropriate question/issue resolution?  Clear, friendly communication (verbal and written)?  Empathy for customer’s situation?  “Thick Skin” allowing excellent communication and service to difficult customers?  Excellent follow through on commitmentsThe ability to negotiate low cost resolutions that meet or exceed customer expectationsProduce and mail Friends First Award statements and Award checksRecord and maintain account status of all new WorldMark Owners with the State of Oregon Department of Real Estate (REMO)Administer drawings and contests with Award Fulfillment Supervisor and ensure they meet legal requirementsAddress and determine best solution to all owner inquiries and problems via the Friends First MailboxProvide owner related data in support of Trendwest Marketing programs

1.  Minimum Qualifications Required - Describe the amount and type of education and experience required to perform the essential job functions, including any required certifications or professional licenses:
AA degree and/or 2 years relative professional experience
Demonstrated proficiency with MS Office products including Access, Word, Outlook, Excel
Outstanding planning and organization skills, with demonstrated ability to prioritize workload 2.  Preferred Qualifications – Describe any additional education and experience that you would like to see in this position, but that is not required for the position:
Experience in a fast-paced marketing environment
Thorough knowledge of Trendwest sales and marketing systems, offers and practices 3.  Personal Profile – Please describe any additional behaviors or qualities that an individual should have to be successful in this position:
Exemplary customer service skills.  Sensitivity to customer concerns.
Strong communication skills both written and verbal; ability to write concisely and clearly
Detail oriented
Strong interpersonal skills.  Ability to work effectively across divisions at all levels of the organization
Independent and resourceful problem solving skills
Team-player