COMPANY SUMMARY:
Holiday Systems International (HSI) is a technology company, a travel aggregator
and a private client service company providing a wide variety of exclusive benefits
to a niche market of select international clientele. Founded in 1993, HSI is a fast-paced
rapidly growing industry leader.
JOB SUMMARY:
The Customer Care Retention Representative will be responsible for collecting outstanding membership dues, receiving, initiating and handling phone transactions; documenting and/or escalating issues to ensure member’s concerns are addressed promptly and appropriately. Duties include educating the member on the product and service features to assure member satisfaction, member retention, anti-rescission, contract compliance and membership utilization by providing knowledgeable and professional service.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
- ? Make outbound calls to Members to welcome them to our program
- ? Verify all information in Member’s account is accurate
- ? Ensure Member has a thorough understanding of member benefits and services
- ? Assist members with website assistance and various general questions
- ? Make outbound calls to Members whose annual membership dues are delinquent
- ? Verify all information in Member’s account is accurate
- ? Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- ? Servicing with strict adherence to call goals, scripts and immediate escalation of issues to upper management
- ? Any other duties as directed by management
QUALIFICATIONS/EXPERIENCE:
- ? High school diploma or equivalent
- ? One-three years service experience in a call center or customer service environment
- ? Ability to multi-task
- ? Ability to take direction
- ? Demonstrative strong service and consultative skills
- ? Strong PC skills in Microsoft Office (Word Excel, Outlook)
- ? Effective verbal, interpersonal and listening skills
- ? Ability to develop effective relationships and partnerships
- ? Prior experience in the Travel or Hospitality industry a plus
- ? Proven ability to be comfortable with asking questions and explaining HSI Member Benefits
- ? Collections experienced preferred
- ? Bilingual preferred.
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