Are you passionate about creating lifelong memories for others and yourself? Do you thrive in a fast-paced environment where every interaction matters? Look no further than arenaflex, a leading provider of vacation experiences that values and celebrates the uniqueness of every individual. As an Experienced Customer Experience Representative, you will be at the forefront of delivering exceptional vacation experiences for our Members and Guests, making every moment truly unforgettable.
**About arenaflex**
arenaflex is a global community of over 14,000 talented and brilliant Team Members who share a common goal: to create unforgettable experiences for our Members and Guests. We pride ourselves on our inclusive culture of belonging, where every individual is valued and celebrated for their unique contributions. As an award-winning workplace, we recognize and reward every achievement, no matter how big or small, and are dedicated to making a positive impact in our industry and the communities where we live and work.
**The Role**
As an Experienced Customer Experience Representative, you will be responsible for handling escalated guest concerns and retention through phone, email, or online chat. You will listen effectively to find the root cause of issues, communicate clearly and friendly to solve the problem, and complete follow-up as required. Significant outbound call work is required, and you will be expected to work a schedule of Monday through Friday, 12:30pm-9pm, with weekend full availability.
**Key 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
* Respond to customer inquiries/concerns by understanding the inquiry, reviewing previous inquiries and responses, interacting 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
* Record customer inquiries by documenting the issue and response in customer accounts and report all resolutions for internal record keeping
* Improve 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, with outstanding ability to think through difficult situations and engineer creative solutions
* Ability to be flexible with work schedule, including overtime, weekends, and holidays
**Benefits**
* Paid training: You will earn as you learn to be a Hilton vacation specialist and brand ambassador
* Career Growth: We believe in developing our current talent, we promote within
* Fantastic benefits package: We offer several Medical/Dental/Vision plans, Education Assistance, 401k (company match), and many more benefits!
* Work/Life Balance: You will receive generous paid-time off and we offer flexible hours. Full-time and part-time opportunities are available. We are a highly philanthropic and socially responsible organization!
* Amazing discounts: Hotels, retailers, car rentals, theme parks, and much more!
**Extraordinary People, Exceptional Benefits on Day One**
Benefits start on your first day of work with no waiting period! arenaflex is committed to putting people first, and that's why our benefits plan starts when you do. But that's just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. team.
**Eligibility**
All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team Members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
**Accommodation**
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
**Apply Now**
If you're passionate about delivering exceptional vacation experiences and are ready to join a dynamic team that values and celebrates individuality, apply now to become an Experienced Customer Experience Representative at arenaflex.