Job Overview
Employment Type
Full-time
Hourly
Work Schedule
Weekend Shifts
Benefits
competitive base pay
Commission
recognition programs
Discounted hotel rates
401(k) program
Employee Stock Purchase Program
Tuition Reimbursement
Learning and advancement opportunities
Daily Pay Option
Job Description
Hilton Grand Vacations is a renowned leader in the timeshare and vacation ownership industry, known for its commitment to innovation, exceptional quality, and sustained growth. As part of the global Hilton portfolio, Hilton Grand Vacations offers unparalleled vacation experiences combined with the trusted, world-class service Hilton is known for. The company operates a variety of properties across desirable destinations worldwide, providing customers with memorable stays and outstanding service at every touchpoint. Hilton Grand Vacations emphasizes fostering a diverse and inclusive workplace culture, recognizing that the dedication and enthusiasm of its team members are fundamental to its ongoing success. The company promotes a strong value system rooted in respect, integrity, and positive customer interactions, making it a distinguished and reputable employer within the hospitality sector.
The role of a Customer Care Team Lead at Hilton Grand Vacations is a dynamic and pivotal position within a fast-paced call center environment. This role requires a motivated, energetic individual with strong leadership qualities and a passion for providing exceptional customer service and support to the customer care representatives and guests alike. The Customer Care Team Lead will focus on assisting representatives by offering daily guidance, motivation, and training designed to improve overall team performance and customer satisfaction. This includes managing escalated requests through various communication channels, such as phone and written correspondence, ensuring that customer issues are resolved efficiently and effectively.
The successful candidate will take on responsibilities that involve coaching team members, tracking daily production and attendance metrics, and supporting supervisors in various administrative and operational capacities. They will maintain accurate and timely reports, provide constructive feedback on customer interactions, and assist in implementing monthly strategies to achieve team goals. This role also involves acting as a backup supervisor when necessary and fostering a positive work environment through empowering leadership and active engagement with team members. Additionally, the role requires a focus on upholding the privacy and security of sensitive guest information, reflecting Hilton Grand Vacations’ commitment to trust and confidentiality.
This position offers a highly competitive base pay complemented by commissions, and benefits reflecting Hilton’s dedication to employee well-being and growth. Team members enjoy access to recognition programs, discounted Hilton hotel rates worldwide, a 401(k) program with company match, employee stock purchase plans, tuition reimbursement, and various learning and advancement opportunities. One notable benefit is the availability of a daily pay option for eligible US hourly team members, supporting financial flexibility.
Ideal candidates for this role are those who thrive in a vibrant, customer-oriented environment, possess excellent communication skills, and have the capacity to multi-task effectively under pressure. Experience in the hospitality or timeshare industry, alongside proficiency with common office software such as Microsoft Word, Excel, and Outlook, is advantageous. The role is instrumental in maintaining Hilton Grand Vacations’ reputation for exceptional customer service and support within the vacation ownership industry, making it an excellent opportunity for individuals seeking to advance their careers while contributing to a respected and innovative organization.
The role of a Customer Care Team Lead at Hilton Grand Vacations is a dynamic and pivotal position within a fast-paced call center environment. This role requires a motivated, energetic individual with strong leadership qualities and a passion for providing exceptional customer service and support to the customer care representatives and guests alike. The Customer Care Team Lead will focus on assisting representatives by offering daily guidance, motivation, and training designed to improve overall team performance and customer satisfaction. This includes managing escalated requests through various communication channels, such as phone and written correspondence, ensuring that customer issues are resolved efficiently and effectively.
The successful candidate will take on responsibilities that involve coaching team members, tracking daily production and attendance metrics, and supporting supervisors in various administrative and operational capacities. They will maintain accurate and timely reports, provide constructive feedback on customer interactions, and assist in implementing monthly strategies to achieve team goals. This role also involves acting as a backup supervisor when necessary and fostering a positive work environment through empowering leadership and active engagement with team members. Additionally, the role requires a focus on upholding the privacy and security of sensitive guest information, reflecting Hilton Grand Vacations’ commitment to trust and confidentiality.
This position offers a highly competitive base pay complemented by commissions, and benefits reflecting Hilton’s dedication to employee well-being and growth. Team members enjoy access to recognition programs, discounted Hilton hotel rates worldwide, a 401(k) program with company match, employee stock purchase plans, tuition reimbursement, and various learning and advancement opportunities. One notable benefit is the availability of a daily pay option for eligible US hourly team members, supporting financial flexibility.
Ideal candidates for this role are those who thrive in a vibrant, customer-oriented environment, possess excellent communication skills, and have the capacity to multi-task effectively under pressure. Experience in the hospitality or timeshare industry, alongside proficiency with common office software such as Microsoft Word, Excel, and Outlook, is advantageous. The role is instrumental in maintaining Hilton Grand Vacations’ reputation for exceptional customer service and support within the vacation ownership industry, making it an excellent opportunity for individuals seeking to advance their careers while contributing to a respected and innovative organization.
Job Requirements
- 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
Job Qualifications
- 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
- Experience in a large call center environment preferred
- Sales experience preferred
- Timeshare or hospitality background preferred
Job Duties
- Assist customer care representatives with day-to-day activities and provide guidance and motivation
- Train, coach, and track daily production and daily attendance
- Handle all escalated requests via written correspondence or phone
- Understand monthly goals and track progress
- Take over escalated guest calls to resolve issues and ensure guest satisfaction
- Assist supervisors in ensuring proper fees are charged consistently
- Monitor and provide feedback on phone calls
- Assist other departments and fill in as team leader when needed
- Assist supervisors with tracking and maintaining team performance and attendance reports
- Work closely with supervisors to develop monthly strategies
- Provide backup support for supervisors
- Maintain assigned reports in a timely manner
- Maintain a highly motivated work environment through positive reinforcement and coaching
- Ensure privacy and security of confidential guest information
- Maintain an upbeat, positive, and motivated demeanor
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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