Customer Care Representative

IHG's family of hotel brands has a powerful heritage that guests know and love, with hotels that are instantly recognized by millions around the world. From the first Bass brewery in 1777 to one of the world's leading hospitality companies, IHG's history is one of pioneering people and new ideas, built on a foundation of consistency, trust, innovation, caring and resolve.

Customer Care Representatives mission is to provide superior customer service to guests that have purchased a marketing package with Holiday Inn Club Vacations. The Customer Care Agent will assist marketing guests with booking, canceling, or rescheduling their dates of travel and tour time to one of our resort sales centers.

* Maintain an upbeat, positive and motivated demeanor especially when interacting with Orange Lake Resort guests, coworkers, and managers. * Answer inbound calls from marketing package guests to book travel dates, cancel travel dates or reschedule travel dates as necessary depending on the nature of the call. Verify all the details of participation of their marketing package. * Assist guests with inquiries relating to the package they have already purchased and information regarding their upcoming vacation. * Verifying customer demographics and inform guest on package details of participation * Provide complete and accurate information to guests on every telephone call. Especially information about tour presentation, accommodations, premiums and promotions. * Handle situations with unsatisfied guests. * Assist management with special projects relating to customer service. * Ensure the privacy and security of confidential information about guests. * Disqualify guests that do not meet the qualification standards for the marketing package. * Provide guest area attraction information. * Cancel / Save Packages. * Use Internet to assist guest with looking up travel arrangements.

* Minimum two years telemarketing sales experience preferably in a large call center environment. Must have excellent written and verbal communication skills. * Must be able to read/write/speak the English language, Spanish a plus. * Understand written/oral instruction, timeshare/hospitality background preferred. * Must be able to work a variable schedule, including evenings and weekends, based on call center needs and be enthusiastic and energetic. * Must possess basic data entry and word processing skills. * Must have the ability to look up dates, while servicing guest on the phone. * Ability to input accurate notes pertaining to guest contact and or needs. * Superior organizational and tracking skills and the ability to navigate through the Internet while on phone with the guest. **Education and/or Experience:** * High School Diploma or GED equivalent * Higher education encouraged