Note: The job is a remote job and is open to candidates in USA. Westgate Resorts is a timeshare company that provides vacation ownership and travel services. The VOA Customer Service Rep handles reservations, package upgrades, travel protection plans, delinquent account payments, and customer service for Vacation Traveler Package owners.
Responsibilities
- Engage with trial owners through primarily outbound calls and occasional inbound interactions
- Assist guests with booking reservations and purchasing package upgrades, enhancements, and travel protection plans
- Serve as the first point of contact for owners with delinquent accounts, working to resolve payment concerns and maintain account status
- Build positive relationships with customers to enhance satisfaction, improve retention, and reduce cancellations
- Collect down payments and mortgage payments through the Mortgage Receivables (MR) system
- Research and process account adjustments, including payoff requests and case creation for the review and waiver of late fees or other applicable charges
- Ensure compliance with the Fair Debt Collection Practices Act (FDCPA) and all departmental policies and procedures
- Consistently achieve performance metrics, quality standards, collection goals, and customer experience objectives
- Accurately document customer interactions and maintain detailed account records
- Demonstrate professionalism, empathy, and problem-solving skills while handling sensitive financial and customer service situations
Skills
- High school diploma or GED required
- Minimum of 6 months to 1 year of customer service experience required
- Strong verbal and written communication skills with the ability to build rapport and effectively resolve customer concerns
- Excellent time management, organization, and multitasking abilities in a fast-paced environment
- Ability to maintain a professional, patient, and courteous demeanor while navigating challenging conversations
- Strong attention to detail and proficiency in documenting account activity and processing payments
- Previous call center, hospitality, timeshare, collections, or vacation ownership experience preferred
- Bilingual (English/Spanish) is a plus
Benefits
- Daily Pay – Access your pay as you need it
- First 5 weeks on-site then fully remote
- Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
- Paid Time Off – Vacation, Sick, and Personal Time to Recharge
- Paid Holidays
- 401(k) with Generous Company Match to Support Your Future
- Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
- Wellness Programs to Support Your Well-Being
- Flexible Spending Accounts (FSA)
- Tuition Assistance to Help You Grow Your Career
- Military Leave
- Employee Assistance Program (EAP) – Support When You Need It Most
- Life, Disability, Accident, Critical Illness, and Hospital Insurance
- Pet Insurance for Your Furry Family Members
- Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
- Low-Cost Gym Membership
- **NEW! David A. Siegel Legacy Scholarship** – Up to $40,000 for Team Members’ Dependents After 1 Year of Service
- Career Growth and Advancement Opportunities
- Community Involvement – Give Back and Make an Impact
Company Overview