Advisor, Telephone Sales Membership Engagement

Job Title

Job Requirements

Physical Ability Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance. Reach overhead and below the knees, perform bending, twisting, pulling, and stooping, and be able to stand, sit, or walk for an extended period of time or for an entire work shift.

Work Schedules Maintain availability to work a fluctuating schedule, based on business needs, which may include days, nights, weekends, and holidays.

Education, Certification, or Licenses Preferred High School Diploma or G.E.D. Equivalent preferred but not required. Proficiency in English (additional language required for certain positions). Two years of sales experience required.

Competencies

Personal Attributes: Dependability, Presentation, Positive Demeanor, Adaptability/Flexibility, Stress Tolerance, Integrity, Multitasking, Organizational, Computer Literate, Resilience

Interpersonal Skills: Customer Service Orientation, Teamwork, Sales, Negotiation

Communication: Listening, English Language Proficiency, Telephone Etiquette

Analytical Skills: Learning, Problem Solving, Attention to Detail

Essential Functions

• Contact members to:
  • Educate them on value and features of their membership
  • Educate them on benefits of upgraded membership.
  • Offer to renew, upgrade or reinstate their membership
  • Increase engagement by offering services and ancillary products that promote membership value and member transactions
• Performs all necessary duties to process membership renewals, upgrades, and reinstatement of delinquent membership duties such as sending out letters, etc.
• Answer questions and facilitate all Interval International products and exchanges.
• Meets assigned revenue and product goals based upon assigned campaigns and incentive program standards.
• Maintains a minimum of 90% performance on call monitoring.
• Overcome customer objections while maintaining a polite and enthusiastic demeanor.
• Contact the appropriate individual or department (e.g., Customer Service, Exchange, etc.) as necessary to resolve escalated calls, requests, or problems.

• Communication
  • Communicate via telephone using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to the appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
  • Speak to guests and coworkers using clear, appropriate, and professional language.
  • Talk with and listen to other employees to effectively exchange information.
  • Provides assistance to coworkers, ensuring they understand their tasks.
  • Ability to handle multiple systems simultaneously, along with proficiency in reading, writing and comprehension.

• Working With Others
  • Support all coworkers and treat them with dignity and respect.
  • Develop and maintain positive and productive working relationships with other employees and departments.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

• Quality Assurance/Quality Improvement
  • Comply with quality assurance expectations and standards.

• Policies and Procedures
  • Maintain confidentiality of proprietary materials and information.
  • Ensure personal appearance is clean, hygienic, professional, and in compliance with company policies and procedures.

Work Environment

Work Area Expectations:

• Frequently Asked to Perform the Following
  • Lift/Carry/Push/Pull Items that Weigh up to 10lbs.
  • Use of computer, telephone, and other office equipment
  • Stand
  • Walk
  • Sit
  • Work a schedule that includes specific shifts and hours.
• Occasionally Asked to Perform the Following
  • Lift/Carry/Push/Pull Items that Weigh up to 50lbs with assistance.
  • Exposure to high levels of noise
  • Climb Stairs
  • Bend
  • Stoop
  • Crouch
  • Reach
  • Grasp
• Never Asked to Perform the Following
  • N/A

This job description includes the essential functions, job requirements, and minimum standard of work expected from an associate in this position. Associates are expected to perform all other reasonable duties as assigned by Supervisors, Leads, or Managers to meet guests' and Owner's needs or business objectives, including any reasonable duties not expressly stated in this job description. In addition, the associate is expected to follow the employer's standards, policies, and procedures issued in other media, e.g., associate handbook, Company Intranet, Marriott Vacations Worldwide training videos, and Company Memos. Employment is at will, and this job description is not intended to create an offer, contract, or guarantee of employment. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.