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Service Resolution Lead - Orlando, United States - Holiday Inn Club Vacations
Description
Job DescriptionJob Description
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 unitsthat 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:
Commitments. Ensures all escalation cases are accurately documented in Salesforce
and all cases are resolved within the established guidelines.
Standards.
Bureau, Attorney General, or other regulatory agencies.
Salesforce CRM and all cases are resolved within the established guidelines.
are resolved within the established guidelines.
REQUIREMENTS: