Supervisor, Customer Experience

There's nothing more rewarding than creating lifelong memories, for yourself and for others. And that's what you'll do with us. Through our inclusive culture of belonging, we value and celebrate the uniqueness of every individual who makes us who we are and is part of our amazing global community of more than 14,000 Team Members. They are the talented and brilliant people who deliver memorable experiences for our Members and Guests every single day through their commitment and passion for who we are and what we do.

As an award-winning workplace, we pride ourselves on the positive impact we make in our industry and in the communities where we live and work. And we're dedicated to recognizing, rewarding and supporting every achievement, however big or small. It's all part of making incredible memories, together. Find your path in a career that really matters, where you'll truly belong. Join our growing, innovation-driven team today.

The Supervisor, Customer Experience directs the day-to-day call center operations of the Customer Experience team, primarily focused on customer retention, and regulatory complaint resolution. Responsible for work productivity, quality of service and achieving goals in alignment with departmental objectives. Fosters a positive team environment that enables employees to maximize performance.

Duties and Responsibilities:

• Meets or exceeds departmental production standards provided by Management.
• Supports and adheres to Company's Code of Conduct, Ethics Policy, and Core Values.
• Ensures visibility of management on the call floor, handling call escalations, monitoring employee behaviors and schedules to maintain high levels of employee utilization. Also, provides timely updates to business stakeholders as needed.
• Manages queues to agreed-upon service levels, and strives to raise the bar higher.
• Accountable for ensuring exceptional service and standards are met through: developing and retaining quality Customer Experience Representatives, evaluating and employing process improvements, and driving customer satisfaction.
• Conducts regular 1:1 coaching with Team Members, performance reviews, motivates team members and creates strategies to boost productivity.
• Tracks, analyzes, and monitors team performance levels and activities, takes appropriate disciplinary action as necessary supporting an employee and customer-centric organization.
• Prepares reports for internal and external business stakeholders.
• Partners with peers and the training department to implement new program/process improvements using company and industry best practices.
• Acts as a liaison with other departments and company representatives to push forward company initiatives.

Requirements:

• High school diploma or equivalent
• 5 years of retention experience
• Proven conflict resolution and negotiation skills
• Proficient with MS Office 365
• Able to handle all types of personalities and relate to people at all levels of the organization
• Strong organizational skills and management skills
• Detail-oriented and multi-tasking abilities

Benefits:

• Career Growth: We believe in developing our current talent, we promote within.

• Fantastic benefits package: We offer Medical/Dental/Vision plans, Education Assistance, 401k (company match), and many more benefits!

• Work/Life Balance: You will receive generous paid-time off after 90 days of employment. Full time and part time opportunities are available.

• 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!

Hilton Grand Vacations is committed to putting people first. 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.

We are an equal opportunity employer and value 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.

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.