At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.
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:
1. 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.
2. 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.
3. 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.
4. 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.
5. 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 and 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
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