Team Lead Customer Care

Las Vegas, NV, USA|Onsite

Job Overview

Employment Type

Full-time

Hourly

Work Schedule

Flexible

Weekend Shifts

Benefits

competitive base pay

Commission

Recognition Programs and Rewards

discounted Hilton hotel rates worldwide

401(k) program with company match

Employee Stock Purchase Program

tuition reimbursement programs

Daily Pay Option

Job Description

Hilton Grand Vacations is a prominent leader in the vacation ownership industry, known for its unwavering dedication to innovation, quality, and sustainable growth. As part of the renowned Hilton brand family, the company provides exceptional vacation experiences through its world-class resort properties and outstanding customer service. Hilton Grand Vacations has built a strong reputation for delivering value to its customers and maintaining a productive and supportive work environment for its employees. The company focuses heavily on employee growth and satisfaction, offering ample opportunities for advancement, training programs, and a culture that values diversity and inclusion. Hilton Grand Vacations prides itself on its commitment to equal opportunity employment and provides reasonable accommodations to individuals with disabilities, ensuring an inclusive workplace where everyone can contribute and thrive.

The role of a Customer Care Team Leader at Hilton Grand Vacations is essential in sustaining the high standards of customer service and team performance the company is known for. This position is designed for energetic, dynamic, and customer-focused individuals who can efficiently motivate and coach customer care representatives in a fast-paced call center environment. Successful candidates will provide daily guidance and support to team members, handling escalated customer issues, ensuring attendance and productivity goals are met, and maintaining accurate performance reports. The Team Leader plays a vital part in the daily operations of the call center by managing training, coaching, and monitoring the quality of customer interactions. Maintaining high morale through positive reinforcement and promoting the Hilton Values consistently are integral responsibilities of the position.

The role requires excellent multitasking abilities, as it involves juggling various responsibilities simultaneously, including supporting customer care representatives, managing escalated guest calls to resolve concerns satisfactorily, and assisting supervisors with fee monitoring and team performance tracking. The ideal candidate will be proficient in navigating multiple computer systems, possess strong communication skills, and have the capacity to work variable schedules according to call center needs, including evenings and weekends. Additionally, this role offers competitive base pay with commission, recognition programs, discounted Hilton hotel rates worldwide, and attractive 401(k) plans with company matching, along with employee stock purchase options and tuition reimbursement programs. Numerous learning and advancement opportunities ensure that team members can grow professionally within the company. Eligible US hourly team members can also take advantage of a Daily Pay Option.

Overall, Hilton Grand Vacations seeks a motivated and passionate leader to join their team and contribute to delivering exceptional service to their customers while fostering a supportive and high-performing work environment for their customer care representatives.

Job Requirements

High school diploma or equivalent
Previous experience in customer service or call center environments preferred
Strong communication and interpersonal skills
Ability to motivate and lead a team
Proficiency in Microsoft Office applications
Ability to handle escalated customer issues effectively
Capability to manage multiple tasks simultaneously in a fast-paced environment
Flexibility to work varied schedules including evenings and weekends
Attention to detail and strong organizational skills

Job Qualifications

Ability to work in a fast paced environment while being able to multi-task
Ability to think critically and problem solve with urgency
Able to work variable schedules including evenings and weekends based on call center needs
Timeshare or hospitality background preferred
Strong sense of customer service with enthusiastic, energetic, and professional behavior
Excellent organizational skills and detail oriented with the ability to set priorities
Proficient with Microsoft Word, Excel, Outlook, and the Internet
Basic data entry and word processing skills
Excellent written and strong verbal communication skills
Large Call Center environment experience preferred
Sales experience preferred

Job Duties

Assist Customer Care Representatives with day-to-day activities and provide them with guidance and motivation
Train, coach, and track daily production and daily attendance
Handle all escalated requests, whether via written correspondence or via phone
Understand monthly goals and track progress throughout the month
Take over escalated guest calls to fix issues and provide guest satisfaction
Assist Supervisors by ensuring proper fees are charged consistently including upgrades, 45 day and change fees, and all holiday and extra night charges
Monitor and provide feedback on phone calls for customer care representatives
Assist other departments and fill in as Team Leader on duty whenever needed
Assist Supervisors with tracking and maintaining team reports for performance and attendance following Standard Operating Procedures
Work closely with Supervisors in creating monthly strategies to accomplish team goals
Provide backup support for Supervisors when needed
Maintain reports assigned from the team in a timely manner
Maintain a highly motivated work environment through positive reinforcement and coaching
Promote the Hilton Value at all times
Ensure the privacy and security of confidential guest information
Maintain an upbeat, positive, and motivated demeanor when interacting with guests, coworkers, and managers
Navigate multiple computer systems and screens simultaneously