***Special Note Regarding Working From Home:
This is a work from home position for candidates who reside in the state(s) of Florida, Nevada, Texas, South Carolina, and Missouri Due to business constraints, candidates outside of these states will not be considered for this position and should not apply. Successful candidates must be able to report to one of the above-mentioned states for new hire paperwork on day one and meet our work at home requirements (see below).
Job Description:
As a Mandarin speaking Discovery Escalations Associate, you will be supporting both English and Mandarin Chinese or Cantonese speaking owners to plan their dream vacations and respond to escalated issues as well as providing translation services for other departments as needed. This position responds to internal and external customer communications via phone and email. Provides direction to Discovery agents by providing accurate product and program information and encouraging the proper course of action for future situations. Responsible to report Club Wyndham/WM owner and Discovery member activity and resolutions while meeting required resolutions deadlines. Respond to escalated issues by providing exceptional customer service to resolve concerns. Establishes and maintains strong working relationships with team and appropriate departments and communicate program and servicing issues to management.
How You’ll Shine
· Maintain knowledge internal operations, program features and division processes.
· Make reservations for Club Wyndham owners and Discovery Members
· Troubleshoot reservation issues and assist with changing or canceling existing reservations
· Become an expert on our resorts, amenities, and destinations
· Answer questions about vacation club product and how to utilize
· Ask discovery questions to learn more about vacation preferences, check resort availability and suggest alternative dates or accommodations if needed
· Conduct research and respond to escalated Club Wyndham/ World Mark Owner and Discovery Member issues using knowledge of products and policies
· Utilize conflict resolution and customer service skills to attain owner satisfaction to prevent contract cancellation.
· Makes appropriate decisions regarding complaint resolution and compensation.
· Acts in an advisory capacity providing support and guidance for counselors regarding problems or customer service issues raised in reference to the products or programs.
· Review and research Discovery member accounts; including but not limited to contract concerns, cancellations, exceptions, and agent errors.
· Submit payments, adjust travel dates, points/credits
· Performs other duties as needed
Pay and Schedule:
· $18.00 an hour (Bilingual Mandarin Chinese or Cantonese)
· Training schedule M-F 9:00am-6:00pm 5 Weeks
· Initial schedule after training: 12:00pm-9:00pm EST Monday-Friday
What You’ll Bring
· Fluent Bilingual Mandarin Chinese or Cantonese and English
· High School Diploma or GED required
· Six months customer service or sales experience
· Passion for travel and hospitality
· Strong active listening, conversation, critical thinking, and problem-solving skills
· Ability to build rapport with customer, ask probing questions, and meet their needs
· Must have demonstrated ability to work well under pressure and multitask
· Quiet workplace free of distractions
· High speed internet (DSL or Cable only) with download speed of 10mbps, upload speed 2mbps, Latency less than 80ms
· Must be able to hardwire computer directly to router/modem
· Must have own personal device with a camera and ability to download applications for the first week of training (ex. Zoom and OKTA)
· Intermediate computer proficiency and ability to troubleshoot technical issues while at home
Experience the Benefits of Working at Wyndham Destinations:
The opportunity to work from home immediately (equipment provided by us)
Comprehensive medical, dental, and vision benefits, effective within 30 days
Accrue up to 12 paid vacation days, 5 floating holidays, and 6 paid sick days per year (based on a full calendar year)
Travel discounts for Wyndham hotels and resorts
An Employee Stock Purchase Program
401k with company match after your first year of employment
Advancement opportunities within a variety of career paths including a Leadership Development Program for high potential agents
Up to $6,000 a year in tuition reimbursement
How You'll Be Rewarded:
We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com , including the title and location of the position for which you are applying.
...weeks ~40 hours per week ~ Shift: 8 hours, days ~ Employment Type: Travel Perm candidates of any OTHER *** facility ( NON SWEDISH ) are eligible for a travel contract if they have been separated for at least 3 months. All Swedish facilities honor active compact...