Reservations Call Center Assistant Manager
3.
3 Hilton Head Island, SC Hilton Head Island, SC Full-time Full-time $60,000 - $65,000 a year $60,000 - $65,000 a year 6 days ago 6 days ago 6 days ago WHO WE ARE Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor.
From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia - Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.
An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true.
What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company's exceptional customer service and dedication to our owners and guests.
As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal:
providing our owners and guests with the most extraordinary vacation experience possible.
JOB DESCRIPTION SUMMARY The Owner Services Assistant Manager is responsible for ensuring exceptional customer experiences for our valued owners through effective communication, problem resolution, and relationship management.
Support the Manager with leading a team of representatives, drive performance excellence, and foster a positive work environment.
Additionally, plays a key role in quality assurance and training.
This role is a nonremote position, it does require you to be in office full time.
$1000 SIGN ON BONUS DUTIES AND
Responsibilities:
Support the Manager in leading and managing a team of representatives to deliver outstanding service to our owners, ensuring their needs are met in a timely and efficient manner.
Help with development and implementing strategies and initiatives to improve overall owner satisfaction, loyalty, and retention.
Communicate clear performance expectations and objectives for the team, monitor performance, and provide regular feedback, coaching, and mentoring to drive continuous improvement.
Collaborate with management and other applicable departments to implement new reservation procedures, and other communication campaigns to encourage owner's use of their vacation week and additional resort stays.
Oversee the Quality Assurance process to ensure adherence to service standards, identify areas for improvement, and implement corrective actions as necessary.
Ensure that regular evaluations and audits of customer interactions are completed to assess the quality of service provided by the team, providing feedback and coaching to enhance performance.
Develop and maintain comprehensive training programs for new hires and ongoing development of existing team members, ensuring alignment with company policies, procedures, and service standards.
Foster a positive and collaborative team environment, encouraging open communication, teamwork, and knowledge sharing.
Develop and maintain strong relationships with key stakeholders, including owners, internal departments, and external partners, to effectively address owner concerns and ensure seamless resolution of issues.
Collaborate with other departments, such as Sales & Marketing, and other Operations teams, to ensure alignment and coordination in delivering a consistent and exceptional owner experience.
Develop and maintain comprehensive knowledge of company products, services, policies, and procedures to provide accurate and up-to-date information to owners and team members.
Ensure compliance with company policies, procedures, and regulatory requirements, promoting a culture of ethics and integrity within the team.
Ensure that all reservation requests, changes, and cancellations are processed, which are received by phone, fax, mail or email are documented.
Work with the necessary departments to ensure that the department and company are using all of the relevant features of the Dialpad or current phone system appropriately.
Utilize the Dialpad or other phone system to handle owner inquiries, resolve issues, and provide exceptional service while adhering to established protocols and procedures.
Ensure that the department is leveraging all available features and functionalities of the Dialpad or other phone system to streamline procedures, improve efficiency, and optimize the overall customer service experience.
Collaborate with the IT department or relevant stakeholders to stay updated on the latest enhancements and updates to the Dialpad or other phone systems and provide recommendations on its utilization for process improvements and operational effectiveness.
Conduct regular assessments and audits of the department's utilization of the Dialpad or other phone system, identify areas of improvement or underutilization, and implement training or process adjustments as needed.
Work closely with the Dialpad or other phone system vendor or support team to troubleshoot technical issues, coordinate system upgrades or maintenance, and ensure smooth and uninterrupted operation of the phone system for the department.
Collaborate with other departments, such as IT and Operations, to identify opportunities for integration between the Dialpad or other phone system and other systems or tools, such as CRM platforms or knowledge bases, to enhance the overall customer service delivery.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Familiarity with SPI software.
Timeshare industry experience.
Previous experience managing staff to include hiring, training and development, motivating, counselling, reinforcing company policy adherence, evaluating and mentoring.
Professional appearance and demeanor, demonstrates excellent customer service skills.
Excellent verbal and written communication skills.
Proficient with Microsoft Office Exercises and exhibits leadership qualities - good judgement, works well with direct management, keeps Senior Management appropriately informed, works well as part of a team, exhibits a strong (committed) work ethic, and leads by example.
Presents information properly using discretion when dealing with owners and guests.
Several years of relevant experience in reservations, timeshare or similar call center/customer service environment.
Schedule:
Monday-Friday (Rotating Saturdays), 5 days per week Pay:
$60K-$65K BENEFITS Weekly Pay and Direct Deposit Health Insurance (Medical/Vision/Dental) Company-Paid Life Insurance Paid Time Off (PTO) Program Paid Vacation and Holiday Pay 401 (K) Retirement Plan with a Company Match (based on eligibility) Employee Wellness Programs, including Employee Health Fairs and RALLY.
Fitness Center Reimbursement Ongoing Professional Development Opportunities Employee Family & Friends Discounted Stays Various Employee Discounts (Local Businesses and National Retailers) Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party) Flexible Work Schedules Job Type:
Full-time Pay:
$60,000.
00 - $65,000.
00 per year
Benefits:
401(k) Dental insurance Employee discount Health insurance Health savings account Life insurance Paid time off Professional development assistance Retirement plan Vision insurance Schedule:
Day shift Monday to Friday Weekends as needed Work setting:
In-person Application Question(s):
Would you be able to work 10am-6pm?
Experience:
Management:
3 years (Preferred) Call center:
2 years (Preferred) Shift availability:
Day Shift (Required) Ability to Commute:
Hilton Head Island, SC (Required) Work Location:
In person Support the Manager in leading and managing a team of representatives to deliver outstanding service to our owners, ensuring their needs are met in a timely and efficient manner.
Help with development and implementing strategies and initiatives to improve overall owner satisfaction, loyalty, and retention.
Communicate clear performance expectations and objectives for the team, monitor performance, and provide regular feedback, coaching, and mentoring to drive continuous improvement.
Collaborate with management and other applicable departments to implement new reservation procedures, and other communication campaigns to encourage owner's use of their vacation week and additional resort stays.
Oversee the Quality Assurance process to ensure adherence to service standards, identify areas for improvement, and implement corrective actions as necessary.
Ensure that regular evaluations and audits of customer interactions are completed to assess the quality of service provided by the team, providing feedback and coaching to enhance performance.
Develop and maintain comprehensive training programs for new hires and ongoing development of existing team members, ensuring alignment with company policies, procedures, and service standards.
Foster a positive and collaborative team environment, encouraging open communication, teamwork, and knowledge sharing.
Develop and maintain strong relationships with key stakeholders, including owners, internal departments, and external partners, to effectively address owner concerns and ensure seamless resolution of issues.
Collaborate with other departments, such as Sales & Marketing, and other Operations teams, to ensure alignment and coordination in delivering a consistent and exceptional owner experience.
Develop and maintain comprehensive knowledge of company products, services, policies, and procedures to provide accurate and up-to-date information to owners and team members.
Ensure compliance with company policies, procedures, and regulatory requirements, promoting a culture of ethics and integrity within the team.
Ensure that all reservation requests, changes, and cancellations are processed, which are received by phone, fax, mail or email are documented.
Work with the necessary departments to ensure that the department and company are using all of the relevant features of the Dialpad or current phone system appropriately.
Utilize the Dialpad or other phone system to handle owner inquiries, resolve issues, and provide exceptional service while adhering to established protocols and procedures.
Ensure that the department is leveraging all available features and functionalities of the Dialpad or other phone system to streamline procedures, improve efficiency, and optimize the overall customer service experience.
Collaborate with the IT department or relevant stakeholders to stay updated on the latest enhancements and updates to the Dialpad or other phone systems and provide recommendations on its utilization for process improvements and operational effectiveness.
Conduct regular assessments and audits of the department's utilization of the Dialpad or other phone system, identify areas of improvement or underutilization, and implement training or process adjustments as needed.
Work closely with the Dialpad or other phone system vendor or support team to troubleshoot technical issues, coordinate system upgrades or maintenance, and ensure smooth and uninterrupted operation of the phone system for the department.
Collaborate with other departments, such as IT and Operations, to identify opportunities for integration between the Dialpad or other phone system and other systems or tools, such as CRM platforms or knowledge bases, to enhance the overall customer service delivery.
Familiarity with SPI software.
Timeshare industry experience.
Previous experience managing staff to include hiring, training and development, motivating, counselling, reinforcing company policy adherence, evaluating and mentoring.
Professional appearance and demeanor, demonstrates excellent customer service skills.
Excellent verbal and written communication skills.
Proficient with Microsoft Office Exercises and exhibits leadership qualities - good judgement, works well with direct management, keeps Senior Management appropriately informed, works well as part of a team, exhibits a strong (committed) work ethic, and leads by example.
Presents information properly using discretion when dealing with owners and guests.
Several years of relevant experience in reservations, timeshare or similar call center/customer service environment.
Weekly Pay and Direct Deposit Health Insurance (Medical/Vision/Dental) Company-Paid Life Insurance Paid Time Off (PTO) Program Paid Vacation and Holiday Pay 401 (K) Retirement Plan with a Company Match (based on eligibility) Employee Wellness Programs, including Employee Health Fairs and RALLY.
Fitness Center Reimbursement Ongoing Professional Development Opportunities Employee Family & Friends Discounted Stays Various Employee Discounts (Local Businesses and National Retailers) Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party) Flexible Work Schedules 401(k) Dental insurance Employee discount Health insurance Health savings account Life insurance Paid time off Professional development assistance Retirement plan Vision insurance Day shift Monday to Friday Weekends as needed In-person Would you be able to work 10am-6pm? Management:
3 years (Preferred) Call center:
2 years (Preferred) Day Shift (Required) Hilton Head Island, SC (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
3 Hilton Head Island, SC Hilton Head Island, SC Full-time Full-time $60,000 - $65,000 a year $60,000 - $65,000 a year 6 days ago 6 days ago 6 days ago WHO WE ARE Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor.
From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia - Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.
An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true.
What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company's exceptional customer service and dedication to our owners and guests.
As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal:
providing our owners and guests with the most extraordinary vacation experience possible.
JOB DESCRIPTION SUMMARY The Owner Services Assistant Manager is responsible for ensuring exceptional customer experiences for our valued owners through effective communication, problem resolution, and relationship management.
Support the Manager with leading a team of representatives, drive performance excellence, and foster a positive work environment.
Additionally, plays a key role in quality assurance and training.
This role is a nonremote position, it does require you to be in office full time.
$1000 SIGN ON BONUS DUTIES AND
Responsibilities:
Support the Manager in leading and managing a team of representatives to deliver outstanding service to our owners, ensuring their needs are met in a timely and efficient manner.
Help with development and implementing strategies and initiatives to improve overall owner satisfaction, loyalty, and retention.
Communicate clear performance expectations and objectives for the team, monitor performance, and provide regular feedback, coaching, and mentoring to drive continuous improvement.
Collaborate with management and other applicable departments to implement new reservation procedures, and other communication campaigns to encourage owner's use of their vacation week and additional resort stays.
Oversee the Quality Assurance process to ensure adherence to service standards, identify areas for improvement, and implement corrective actions as necessary.
Ensure that regular evaluations and audits of customer interactions are completed to assess the quality of service provided by the team, providing feedback and coaching to enhance performance.
Develop and maintain comprehensive training programs for new hires and ongoing development of existing team members, ensuring alignment with company policies, procedures, and service standards.
Foster a positive and collaborative team environment, encouraging open communication, teamwork, and knowledge sharing.
Develop and maintain strong relationships with key stakeholders, including owners, internal departments, and external partners, to effectively address owner concerns and ensure seamless resolution of issues.
Collaborate with other departments, such as Sales & Marketing, and other Operations teams, to ensure alignment and coordination in delivering a consistent and exceptional owner experience.
Develop and maintain comprehensive knowledge of company products, services, policies, and procedures to provide accurate and up-to-date information to owners and team members.
Ensure compliance with company policies, procedures, and regulatory requirements, promoting a culture of ethics and integrity within the team.
Ensure that all reservation requests, changes, and cancellations are processed, which are received by phone, fax, mail or email are documented.
Work with the necessary departments to ensure that the department and company are using all of the relevant features of the Dialpad or current phone system appropriately.
Utilize the Dialpad or other phone system to handle owner inquiries, resolve issues, and provide exceptional service while adhering to established protocols and procedures.
Ensure that the department is leveraging all available features and functionalities of the Dialpad or other phone system to streamline procedures, improve efficiency, and optimize the overall customer service experience.
Collaborate with the IT department or relevant stakeholders to stay updated on the latest enhancements and updates to the Dialpad or other phone systems and provide recommendations on its utilization for process improvements and operational effectiveness.
Conduct regular assessments and audits of the department's utilization of the Dialpad or other phone system, identify areas of improvement or underutilization, and implement training or process adjustments as needed.
Work closely with the Dialpad or other phone system vendor or support team to troubleshoot technical issues, coordinate system upgrades or maintenance, and ensure smooth and uninterrupted operation of the phone system for the department.
Collaborate with other departments, such as IT and Operations, to identify opportunities for integration between the Dialpad or other phone system and other systems or tools, such as CRM platforms or knowledge bases, to enhance the overall customer service delivery.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Familiarity with SPI software.
Timeshare industry experience.
Previous experience managing staff to include hiring, training and development, motivating, counselling, reinforcing company policy adherence, evaluating and mentoring.
Professional appearance and demeanor, demonstrates excellent customer service skills.
Excellent verbal and written communication skills.
Proficient with Microsoft Office Exercises and exhibits leadership qualities - good judgement, works well with direct management, keeps Senior Management appropriately informed, works well as part of a team, exhibits a strong (committed) work ethic, and leads by example.
Presents information properly using discretion when dealing with owners and guests.
Several years of relevant experience in reservations, timeshare or similar call center/customer service environment.
Schedule:
Monday-Friday (Rotating Saturdays), 5 days per week Pay:
$60K-$65K BENEFITS Weekly Pay and Direct Deposit Health Insurance (Medical/Vision/Dental) Company-Paid Life Insurance Paid Time Off (PTO) Program Paid Vacation and Holiday Pay 401 (K) Retirement Plan with a Company Match (based on eligibility) Employee Wellness Programs, including Employee Health Fairs and RALLY.
Fitness Center Reimbursement Ongoing Professional Development Opportunities Employee Family & Friends Discounted Stays Various Employee Discounts (Local Businesses and National Retailers) Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party) Flexible Work Schedules Job Type:
Full-time Pay:
$60,000.
00 - $65,000.
00 per year
Benefits:
401(k) Dental insurance Employee discount Health insurance Health savings account Life insurance Paid time off Professional development assistance Retirement plan Vision insurance Schedule:
Day shift Monday to Friday Weekends as needed Work setting:
In-person Application Question(s):
Would you be able to work 10am-6pm?
Experience:
Management:
3 years (Preferred) Call center:
2 years (Preferred) Shift availability:
Day Shift (Required) Ability to Commute:
Hilton Head Island, SC (Required) Work Location:
In person Support the Manager in leading and managing a team of representatives to deliver outstanding service to our owners, ensuring their needs are met in a timely and efficient manner.
Help with development and implementing strategies and initiatives to improve overall owner satisfaction, loyalty, and retention.
Communicate clear performance expectations and objectives for the team, monitor performance, and provide regular feedback, coaching, and mentoring to drive continuous improvement.
Collaborate with management and other applicable departments to implement new reservation procedures, and other communication campaigns to encourage owner's use of their vacation week and additional resort stays.
Oversee the Quality Assurance process to ensure adherence to service standards, identify areas for improvement, and implement corrective actions as necessary.
Ensure that regular evaluations and audits of customer interactions are completed to assess the quality of service provided by the team, providing feedback and coaching to enhance performance.
Develop and maintain comprehensive training programs for new hires and ongoing development of existing team members, ensuring alignment with company policies, procedures, and service standards.
Foster a positive and collaborative team environment, encouraging open communication, teamwork, and knowledge sharing.
Develop and maintain strong relationships with key stakeholders, including owners, internal departments, and external partners, to effectively address owner concerns and ensure seamless resolution of issues.
Collaborate with other departments, such as Sales & Marketing, and other Operations teams, to ensure alignment and coordination in delivering a consistent and exceptional owner experience.
Develop and maintain comprehensive knowledge of company products, services, policies, and procedures to provide accurate and up-to-date information to owners and team members.
Ensure compliance with company policies, procedures, and regulatory requirements, promoting a culture of ethics and integrity within the team.
Ensure that all reservation requests, changes, and cancellations are processed, which are received by phone, fax, mail or email are documented.
Work with the necessary departments to ensure that the department and company are using all of the relevant features of the Dialpad or current phone system appropriately.
Utilize the Dialpad or other phone system to handle owner inquiries, resolve issues, and provide exceptional service while adhering to established protocols and procedures.
Ensure that the department is leveraging all available features and functionalities of the Dialpad or other phone system to streamline procedures, improve efficiency, and optimize the overall customer service experience.
Collaborate with the IT department or relevant stakeholders to stay updated on the latest enhancements and updates to the Dialpad or other phone systems and provide recommendations on its utilization for process improvements and operational effectiveness.
Conduct regular assessments and audits of the department's utilization of the Dialpad or other phone system, identify areas of improvement or underutilization, and implement training or process adjustments as needed.
Work closely with the Dialpad or other phone system vendor or support team to troubleshoot technical issues, coordinate system upgrades or maintenance, and ensure smooth and uninterrupted operation of the phone system for the department.
Collaborate with other departments, such as IT and Operations, to identify opportunities for integration between the Dialpad or other phone system and other systems or tools, such as CRM platforms or knowledge bases, to enhance the overall customer service delivery.
Familiarity with SPI software.
Timeshare industry experience.
Previous experience managing staff to include hiring, training and development, motivating, counselling, reinforcing company policy adherence, evaluating and mentoring.
Professional appearance and demeanor, demonstrates excellent customer service skills.
Excellent verbal and written communication skills.
Proficient with Microsoft Office Exercises and exhibits leadership qualities - good judgement, works well with direct management, keeps Senior Management appropriately informed, works well as part of a team, exhibits a strong (committed) work ethic, and leads by example.
Presents information properly using discretion when dealing with owners and guests.
Several years of relevant experience in reservations, timeshare or similar call center/customer service environment.
Weekly Pay and Direct Deposit Health Insurance (Medical/Vision/Dental) Company-Paid Life Insurance Paid Time Off (PTO) Program Paid Vacation and Holiday Pay 401 (K) Retirement Plan with a Company Match (based on eligibility) Employee Wellness Programs, including Employee Health Fairs and RALLY.
Fitness Center Reimbursement Ongoing Professional Development Opportunities Employee Family & Friends Discounted Stays Various Employee Discounts (Local Businesses and National Retailers) Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party) Flexible Work Schedules 401(k) Dental insurance Employee discount Health insurance Health savings account Life insurance Paid time off Professional development assistance Retirement plan Vision insurance Day shift Monday to Friday Weekends as needed In-person Would you be able to work 10am-6pm? Management:
3 years (Preferred) Call center:
2 years (Preferred) Day Shift (Required) Hilton Head Island, SC (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
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