Job Details

Customer Service Representative

Company name
Diamond Resorts International

Las Vegas, NV, United States

Employment Type

Customer Service, Hospitality

Posted on
Nov 19, 2020

Valid Through
Mar 04, 2021

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Customer Service Representative','CC-0000W9','!*!JOB SUMMARY   

Under general supervision,

the Customer Service Representative serves as the first point of contact in the

department, providing professional and timely responses to queries, issues, and

complaints raised by team members, members, owners, and guests. 



Responsible for obtaining credit card or

check information for payment of mortgage, club dues, maintenance fees, rental

fees, and other fees, as required.Handles all inbound call and workgroup

queues, including CLUB, Customer Service, and Transitions.Resolves issues efficiently,

effectively, and professionally through all communication methods (e.g.,

telephone, email, letters, in person). Handles Transitions program inquiries,

eligibility requests, logging, data processing and follow-up steps, including

logging checks and processing Mutual Release Agreements (MRA) to the Loss

Mitigation department.Inbound I3 queues logging is required

for job knowledge, including Access Requirements, Special Needs, Assistance – US

and UK, CSM Admin, MidStay Feedback, HSMCEO Escalations, ExecHSM Escalations,

Consumer Advocacy and Sales Complaint Intake Forms queues (Customer

Experience Review Team (CERT)  process), Barclays Inquiries, and

ContactUs.Administers reservations, bookings, and

processes confirmation advance communication, if necessary.Performs to the required department Standard

Operating Procedures (SOP) for performance and daily measurement statistics.Meets or exceeds the average target

goals set on a daily, weekly, and monthly basis, as directed by management.Analyzes personal performance and target

in regards to service standards; reviews reports on personal productivity.Understands

correspondence content and provides feedback in regard to potential changes and

amendments to avoid recurrences.

Researches all relevant areas of the Company’s

operations to ensure full knowledge is gained and shared with the team.Completes case

administration assignments including but not limited to, check processing,

taking payments, handling billing and payment requests, reservations requests,

Transfer of Ownership documents, and general assistance that does not require a

Customer Service Specialist or Customer Service Expert’s input, and any

assigned cases.Logs cases, handles resort

operational concerns with guests and members, Resort Operations concerns with

reservations and general complaints, soft calls to members released from third party

exit companies (TPE), Sampler concerns and SMOG checks, and handling any

financial or medical concerns from members. 

Handles billing

inquiries, payments, and booking and cancelling reservations, and if necessary,

obtains overrides to move points for member use to the following year.  Understands and maintains calendar

invitations in Microsoft Outlook.Completes all required Company trainings

and compliance courses as assigned.Adheres to Company standards and maintains compliance with

all policies and procedures. Performs other related duties as assigned. 


High School Diploma or equivalent.



A minimum one (1) year of experience

in the customer service field required. No supervisory experience required.


This position does not include any

supervisory responsibilities.



This position does not require licenses or certifications.


This position

requires the capability to understand and follow both oral and written

directions as well as knowledge and usage of correct business English and

office practices.  Must be able to

communicate effectively with others, analyze and resolve problems, maintain

effective working relationships, and interact successfully with internal and

external customers.


Specific skills and

abilities include, but are not limited to the following:

Ability to understand business logic, corporate structure,

and branding objectives.Computer proficiency in Microsoft Word, Excel, and

Outlook.Understands the Clarity system,

including OnBase, ICBM, and I3 requirements.Understands how to develop and implement business strategies.Ability to interpret and create policies, procedures, and manuals.Excellent customer service skills.Proficient in time management; the ability to organize and

manage multiple priorities.Ability to take initiative and effectively adapt to

changes.Recognizes an emergency situation and takes appropriate action.Able to establish and maintain a cooperative working

relation.Ability to interpret and create spreadsheets.Able to use sound judgment; work independently, with

minimal supervision. Strong analytical and problem solving skills.Able to perform a variety of duties, often changing from one task to

another of a different nature, with impending deadlines and/or established

timeframes.Performs well with frequent interruptions and/or

distractions.','US-Nevada-Las Vegas','','1450 Center Crossing Road',' ','Las Vegas','89144','Call Center','Full-time','Day Job','No','Customer Service Representative

Company info

Diamond Resorts International
Website :

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