Marketing Lead Agent at Marriott Vacations Worldwide

Posted in Other 17 days ago.

Location: San Marcos, California





Job Description:

Job Description


Purpose:

By adhering to Welk Resort's I-Serve service standards, the Team Member will act as a liaison between the Marketing Agents and the Management Team; providing precise communication of their needs and utilizing their increased knowledge as an authority in decisions, while still completing the duties of a Marketing Agent.



Essential Duties and Responsibilities (other duties may be assigned):

• Consistently follow the I-Serve standards at all times
• Monitor calls as needed to observe desired demeanor, accuracy, consistency to Company policy/procedure and service levels are being adhered to
• Act as a positive role model to team members, providing limited coaching as directed by the manager
• Follow all company and department policies and procedures
• Attend safety meetings, keep the workplace in safe condition, and work in a safe manner
• Adhere to attendance policy and report to workstation at scheduled start time
• Propose ideas or find ways to improve services, systems, and/or procedures
• Place phone calls to potential guests from our computerized directory
• Demonstrate knowledge of Welk Resort Vacation Ownership and services
• Meet and Exceed weekly outbound assigned call goals - including warm and cold calls
• Perform script (with necessary adjustments) to ensure consistency
• Maintain computer, telephone and other equipment
• Communicate respectfully and politely with members and employees at all times
• All other duties as assigned



Education and/or Experience:

• High school diploma or equivalent
• Call center experience preferred



Skills:

• Ability to analyze personal performance targets and adjust as necessary
• Able to problem solve with decisiveness and urgency through completion
• Ability to pay attention to detail and accurately record/report data
• Ability to take personal responsibility, display initiative, and exercise good judgment
• Ability to work effectively, maintain composure, and make decisions in fast-paced environment requiring quick responsiveness
• Use good judgment and knowledge to recognize challenging situations to apply resolution
• Utilize the freedom to go Above and Beyond to take initiative to create brand loyalty
• Excellent oral and written communication skills
• Strong organizational, leadership, and time management skills