Social Media Support Specialist - Ocoee, United States - Westgate Resorts

Westgate Resorts

Verified Company

Ocoee, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Company Description About Westgate Resorts**Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there

Starting rate of pay:
$20.00 / hour

Essential Duties and Responsibilities:

Respond to comments concerning support issues made on our social media & reputation channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community.
Maintain and become the brand voice and vision throughout all conversations
Respond to requests for assistance and/or possible reservation changes
Redeem Certificates and assist in booking returning customers.
Maintain the highest level of professionalism while managing sensitive issues
Follow up frequently with customers throughout the life of their complaint to ensure resolution.
Develop a friendly rapport with customers, often in 140 characters or less
Manage your time, recording it accurately and inputting it according to the company's quality standards.
Research complex and escalated situations and recommend solutions.
Identify trends and communicate to the lead agent.
Performs other duties assigned.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duties and responsibilities satisfactorily.

Additionally, the person must possess and adhere to the following core company values:

Integrity
Passion
Work Ethic

Skills/Knowledge:

Stellar customer service and/or social media skills and an overwhelming desire to make lives better, one interaction at a time
Knowledgeable in company systems such as MR, CSD, and SAMS is not required but preferred
Excellent communication skills, both written and verbal
Excellent spelling and grammar skills
Strong listening/comprehension skills with the ability to recognize and deescalate a situation if need be
Ability to complete all tasks with minimum supervision must be a selfstarter
Excellent problemsolving skills
Strong attention to detail and commitment to good service
Ability to work a flexible schedule including evenings, weekends, and holidays depending on when coverage is needed

Education and/or Experience:

One year certificate from college or technical school plus two years of related experience and/or training; or equivalent combination of education and experience.

Technical Skills:

Experience in chatbased customer service or care (or equivalent call center customer service experience)
Sprout Social experience is a plus, but not required

Additional Information

Why Westgate?

Comprehensive health benefits medical, dental and vision
Paid Time Off (PTO) vacation, sick, and personal
Paid Holidays
401K with generous company match
Get access to your pay as you need it with our Daily Pay benefit
Family benefits including pregnancy, and parental leave and adoption assistance
Wellness Programs
Flexible Spending Accounts
Tuition Assistance
Military Leave
Employee Assistance Program (EAP)
Life, Disability, Accident, Critical Illness & Hospital Insurance
Pet Insurance
Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
Advancement & development opportunities
Community Involvement Programs