ESSENTIAL JOB FUNCTIONS:

◆ Be available to answer all inbound calls in a timely and efficient manner by maintaining a business like manner at all times.

◆ Actively contact new owners/members to welcome owners/members to the MVW family by providing advise and guidance on their vacation planning as well as their FDB assignment.

◆ Verify Owner/Member account information (name, address and phone number) when appropriate during all the call.

◆ Acknowledge and answer any written correspondence received from owners/members in a timely and efficient manner not exceeding 48 hours unless otherwise directed by management.

◆ Ensure that all policies and procedures that are outlined in MySource are followed to ensure that all Owners/Members receive the same excellent service through consistently correct answers.

◆ Utilize Siebel to document all exceptions, complex service issues, problem, concerns, resolution and as directed by management, to ensure that an accurate owner history is kept.

◆ To develop and maintain a good working relationship with other MVW and Partner departments including but not limited to International Liaison, Sales sites, Concierge on site, Exchange Company, Finance department and New Owner Administration.

◆ To ensure that all issues are responded to and closed within a satisfactory period of time and if necessary follow up with resorts and Customer Resolution in order to resolve issue.

◆ Anticipating the Owner’s/Members’ needs and being flexible in responding to them so that we may deliver the service and program they value.


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