Overview

Description
An Assistant Manager Customer Care develops and implements marketing programs and promotions in order to achieve budgeted targets for International Minivac, HVC, HVIP, and Prebooking while maintaining budgeted costs. Also manages the day-to-day operations for Owner Prearrival Team and VIP team.
What will I be doing?
As an Assistant Manager Customer Care you would be responsible for executing your position’s responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards
Mentor, coach and train team members on a daily basis through shadowing and one on one training sessions. Must provide both positive and negative feedback in an effort to improve efficiencies, maximize production and to provide high quality customer service
Responsible for conducting daily informational, motivational and/or training meetings with team members to help create a positive team environment

Works with management to provide recommendations and/or develops operating procedures, training programs, incentives, and marketing programs
Other administrative duties including management meetings, running reports and tasks as assigned by management
Monitor and assist in the evaluation of program/promotions contacts and contact-to-package sale conversion rates on a daily, weekly, and monthly basis
Handle customer questions, problems, complaints requiring management intervention
Opening and closing procedures including, which includes a rotation in the Manger on Duty schedule
Coach agents on performance, and issue verbal and written disciplinary or progressive counseling when needed
Assist with timely creation, posting, and/or adjusting of team member schedules
Development and execution of new marketing programs and services

Qualifications
What are we looking for?
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company’s success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:

Minimum of 1 year supervisory experience

Manage multiple tasks and assignments, and demonstrate strong organizational skills in a fast paced work environment

Excellent interpersonal and guest relations skill

High level proficiency in Microsoft Office Suite (Word, Excel, Outlook)

Ability to work a flexible schedule, including nights, weekends, and holidays

High level of reading, writing, and speaking proficiency in English and Japanese

High School Diploma or equivalent
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

Prior call center, sales, hospitality or customer service experience

Proven ability to lead teams to meet performance goals
What will it be like to be a Team Member with Hilton Grand Vacations?
There’s something truly unique about Hilton Grand Vacations. The foundation of our culture has been about creating memorable experiences and making a positive impact within our industry and the communities in which we live and work. Our Team Members are the driving force behind these efforts. It is their talent, passion, and commitment to our brand that has fueled the success of Hilton Grand Vacations.
Hilton Grand Vacations develops, markets, and operates a system of brand-name, high-quality vacation ownership resorts in highly desirable vacation destinations. Our company also manages and operates two innovative club membership programs: Hilton Grand Vacations Grand Vacations Club® and The Hilton Club®, providing exclusive exchange, leisure travel, and reservation services for more than 250,000 Club Members.
Hilton Grand Vacations Inc. (NYSE:HGV) is recognized as a leading global timeshare company. With headquarters in Orlando, Fla., Hilton Grand Vacations develops, markets and operates a system of brand-name, high-quality vacation ownership resorts in select vacation destinations. The Company also manages and operates two innovative club membership programs: Hilton Grand Vacations Club® and The Hilton Club®, providing exclusive exchange, leisure travel and reservation services for more than 285,000 Club Members. For more information, visit www.hgv.com and www.hiltongrandvacations.com.
EOE/AA/Disabled/Veterans


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