Associate Member Experience (French/English bilingual)

Join a team that produces outstanding experiences for our guests in an environment that provides exciting career opportunities with a global leader in vacation ownership. Team members at Hilton Grand Vacation may look forward to competitive pay, excellent benefits, and long\-term career opportunities in a remote work environment. We are seeking French/English bilingual agents to service our French Canadian members. **(Approved Locations: AL, AZ, FL, GA, HI, ID, IN, KS, MI, MD, MO, NV, NJ, NM, NY, NC, SC, TN, TX, UT, VA, WI)** Through the mission and values of Hilton Grand Vacations, this remote position is responsible for providing exceptional owner and member customer service in a multi\-channel, contact center environment (phones, chat, email and social media,) while efficiently upselling and promoting program offerings and benefits, and driving the goals and vision of the organization. **What will I be doing?** * Respond to inbound and outbound contacts in a multi\-channel contact center customer service environment serving Owners and Members while efficiently identifying customers’ needs, clarifying complex information, researching member concerns, and problem\-solving. Contacts can be initiated by phone calls, chats, and social media. * Responsible for problem solving, educating owners and members of the vacation ownership value, de\-escalating challenging situations while providing solutions with empowerment tools provided. * Answer inbound contacts and inquiries aimed at educating our owners and members regarding all program options, benefits, and self\-service opportunities to support lifetime satisfaction and engagement. * Service reservation requests through booking, modifying, cancelling, and presenting vacation alternatives when the customer’s original request is not available. Provide relevant information about the resorts, unit amenities, and travel information. * Generate interest in special services through upselling products such as cancellation protection and promotional opportunities available when applicable. * Maintain product understanding relating to financial aspects of ownership, such as maintenance fee payments, loan payments, payoffs, and Club assessments when applicable. * Learn and maintain comprehensive information expertise regarding vacation ownership rules, usage, resort/hotel, while utilizing numerous software applications during this process for applicable owners/members. * Interact with internal customers and maintain relationships with business support departments. * Maintains knowledge of and follows customer information and data security processes at all times. * Adhere to, meet, or exceed all performance metrics, KPI’s, and goals as defined by departmental leadership. * Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now. * Completes all required Company training/compliance courses assigned. * Adheres to Company standards and maintains complia