Customer Service Rep (Resort Experience Care) - Factoria, WA

Position Summary:   The WorldMark Experience representative will contact all new WorldMark experience owners to welcome them to Trendwest Resorts and WorldMark the Club and answer any questions they may have about the product.  He/she will understand the needs of the client and be able to clearly explain the company products and guidelines with a sales objective in mind.

 

Duties and Responsibilities:

 
Responsible for on-going communication with new WorldMark experience (WME) owners throughout the financed payment process by contacting these owners by phone or by e-mail.
Document individual communications in CSS.
Track and monitor personal volume for all calls and emails coming into WME care department.
Ability to make appropriate decisions based on the WME customer’s needs.
Responsible for courteous and professional dialogues with the regional sales locations. This will include Project Directors, Sales Managers and the Office Administrators.
Perform follow up customer service calls or emails to all new WME owners that have contacted the WME care department.
Must maintain a positive and helpful demeanor under any circumstances while dealing with internal or external customers.
Responsible for mailing out personalized informational packets to customers requesting information sent to their home or to customers with undeliverable email addresses.
Responsible for helping new WME owners with their payment schedule.
Support the existing WME team and help take calls for existing WME owners

 



Minimum Qualifications (job-related skills, experience, and education): 

 
Ability to listen, focus on the situation and be customer service minded.
Must have a strong knowledge of company procedures, sales process, products and programs.
Must possess telephone experience, and enjoy communicating verbally in a clear and positive manner
Previous experience working with Trendwest Resorts or WorldMark the Club
Ability to work as a team player.
Excellent communication skills, both verbal and written.
Possesses strong typing and computer skills in Microsoft Office.
Ability to be solution focused and problem solve with minimal supervision.
Possesses a positive attitude.
Contribute to a positive work environment by setting a positive example and being supportive of co-workers.

 Education and/or Experience:
6 months Customer Services experience required