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Club Help Support Agent at Diamond Resorts

Club Help Support Agent

Diamond Resorts Las Vegas, NV Full Time
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Under general supervision, the Club Help Support Agent provides exemplary customer service to the customer base and internal team members.  Provides guests with information, assistance, and fulfills guest requests received by telephone, email, and internal systems regarding all products for Club Operations.

  • Ensures that all inquiries are resolved within department expectations and standards of turnaround time, in compliance with Company standards and Club legal parameters.
  • Facilitates account updates.
  • Fulfills account management inquiries and requests.
  • Mails Club collateral, membership cards, and forms upon request.
  • Monitors and answers multiple phone lines and email boxes and responds to all inquiries from team members, management, members, and owners needing assistance, in a professional manner and offering assistance until resolution.
  • Responsible for receiving and responding to inbound contacts, in compliance with department Company standards.
  • Communicates with other departments in order to facilitate excellent customer service delivery.
  • Maintains Club initiatives and programs as assigned, including but not limited to, member benefits programs, in-resort benefit programs, first day incentive programs, and member specialty programs.
  • Fulfills member requests for point redemptions and exchange transactions.
  • Maintains detailed records to verify product inventory and billing.
  • Maintains system processes and tracking, including but not limited to, gifting for online validation code redemption of benefits globally. 
  • Maintains future Club products, as established.
  • Cross-trains and performs functions in all Club Support areas including but not limited to member benefits, Club programs, Sales help, account updates, and utilizing all Company systems. 
  • Meets and exceeds the average target goals and performance metrics set on a daily, weekly, and monthly basis, as directed by management.
  • 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 of six (6) months 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:
  • Computer proficiency in Microsoft Word, Excel, and Outlook.
  • Excellent customer service skills.
  • Attention to detail.
  • 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.
  • Competent in public speaking.
  • Performs well with frequent interruptions and/or distractions.

Recommended Skills

Emergency Handling
Time Management
Complex Problem Solving
Public Speaking
Self Motivation
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