Customer Account Resolution Specialist

About This Role

This role involves assisting clients in canceling their timeshares by providing strategic guidance and ensuring a best-in-class customer experience throughout the dispute process. You will advocate for clients, set clear expectations, and maintain accurate records.

Responsibilities

• Actively work with and advocate for clients, setting clear expectations throughout the timeshare termination process
• Ensure clients have a full understanding of each step/action throughout their dispute
• Draft strategic, client-specific action steps throughout the dispute with the goal of moving the client towards timeshare ownership termination
• Respond to all client communication within set department standards for response times
• Address all comments from clients submitted through the feedback form within 24 hours and provide an update through chatter thread
• Maintain accurate and up to date client records in Salesforce
• Maintain professional and consistent communication with your clients through email, mail, and phone correspondence
• Create positive team environment centered around accountability, efficiency, idea sharing, and a “we can always be better” mindset
• Be the leader for industry updates, trends, and general knowledge

Requirements

• Ability to be flexible and adaptable
• Strong organizational skills and attention to detail
• Ability to utilize strong problem solving skills to address client needs/challenges
• Outcome-oriented/Results-focused
• Ability to work hard and efficiently, jumping in and helping wherever necessary
• Ability to hold yourself accountable for doing what’s right, even when nobody's watching
• 2+ years of providing impeccable customer service and account management
• Energized by change, and adaptable to an ever-changing industry
• Must live within 60 miles of Franklin, TN

Qualifications

• 2+ years of providing impeccable customer service and account management

Nice to Have

• Salesforce experience
• Customer Service experience
• Google Suite/Microsoft Office experience

Skills

* Required skills

Benefits