HiringCafe
Posted 1w ago

Services Resolution Lead

@ Holiday Inn Club Vacations
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Florida, United States
RemoteFull Time
Responsibilities:Resolve escalations, Document cases, Coordinate cases
Requirements Summary:High school diploma and 5-7 years in customer service resolution; hospitality experience; strong communication; able to handle escalations; bilingual preferred.
Technical Tools Mentioned:Salesforce
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Job Description

Holiday Inn Club Vacations, Inc, is looking for individuals who excel in their role and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success
and build relationships? We’re looking for people like this to join our friendly, engaged, professional team. Training is in person - must be able to attend in person training for up to 3 months and in person quarterly meetings.

Responsible for handling highly escalated service issues from owners, guests, 3rd parties, and other business units that are requesting to speak to a member of Management and/or Sr. Leadership via email, letter, phone, or other social channels. This position requires using sound judgment when providing compensation to resolve customer complaints and must be able to independently make restitution decisions including product offers, reservation inventory exceptions, and monetary offers within budgeted guidelines. Team member will conduct detailed and thorough research involving numerous departments and systems throughout the company when responding and resolving escalated service issues. Will also be responsible for assisting our Corporate Legal Team when resolving attorney related complaints to include but not limited to contacting customers on behalf of legal when deemed necessary.

ESSENTIAL DUTIES: 

  • Resolves various service escalation complaints including issues related to Owner Support, Resort Operations, Sales & Marketing, Call Center Marketing, and Customer Commitments. Ensures all escalation cases are accurately documented in Salesforce and all cases are resolved within the established guidelines.
  • Contact all customers that have filed a complaint through IHG Guest Relations for resolution. Ensure issues are resolved within 48 hours per IHG’s Complaint Resolution Standards.
  • Assist the Corporate Legal Team by providing research and potential solutions to resolve customer complaints that was received via outside counsel, Better Business Bureau, Attorney General, or other regulatory agencies.
  • Handles all customer service escalations directed to a member of the Executive Leadership Team. Ensures all escalation cases are accurately documented in our
    Salesforce CRM and all cases are resolved within the established guidelines.
  • Makes independent compensation decisions based off the severity of the complaint in order to resolve. Ensures all compensation is documented in Salesforce and all cases are resolved within the established guidelines.

REQUIREMENTS:

  • High school diploma or a minimum 5 - 7 years of experience in customer service resolution role.
  • Customer Service and/or hospitality experience required
  • Bilingual preferred but not required
  • Requires excellent communication and interpersonal skills.
  • Has proven ability to handle highly escalated service calls and/or written complaints.
  • Must demonstrate a commitment to customer service.
  • Must possess outstanding time management and prioritization skills.
  • Must possess strong verbal and written communication skills.
  • Must be detail oriented and able to work independently.
  • Schedules will vary depending on business needs, and may entail working nights, weekends and holidays. Must be flexible to work outside of departmental operating hours.