VOA Customer Service Rep

Job description

Responsible for booking reservations, promoting package upgrades and travel protection plans, collecting delinquent balances, and delivering exceptional customer service to Vacation Traveler Package owners. What You'll Do: Engage with trial owners through primarily outbound calls and occasional inbound interactions. Assist guests with booking reservations and purchasing package upgrades, enhancements, and travel protection plans. Serve as the first point of contact for owners with delinquent accounts, working to resolve payment concerns and maintain account status. Build positive relationships with customers to enhance satisfaction, improve retention, and reduce cancellations. Collect down payments and mortgage payments through the Mortgage Receivables (MR) system. Research and process account adjustments, including payoff requests and case creation for the review and waiver of late fees or other applicable charges. Ensure compliance with the Fair Debt Collection Practices Act (FDCPA) and all departmental policies and procedures. Consistently achieve performance metrics, quality standards, collection goals, and customer experience objectives. Accurately document customer interactions and maintain detailed account records. Demonstrate professionalism, empathy, and problem-solving skills while handling sensitive financial and customer service situations. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. What You'll Bring: High school diploma or GED required. Minimum of 6 months to 1 year of customer service experience required. Previous call center, hospitality, timeshare, collections, or vacation ownership experience preferred. Strong verbal and written communication skills with the ability to build rapport and effectively resolve customer concerns. Excellent time management, organization, and multitasking abilities in a fast-paced environment. Ability to maintain a professional, patient, and courteous demeanor while navigating challenging conversations. Strong attention to detail and proficiency in documenting account activity and processing payments. Bilingual (English/Spanish) is a plus. Why Westgate? Comprehensive Health Benefits – Medical, Dental, and Vision Coverage Paid Time Off – Vacation, Sick, and Personal Time to Recharge Paid Holidays 401(k) with Generous Company Match to Support Your Future Daily Pay – Access Your Earnings When You Need Them Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance Wellness Programs to Support Your Well-Being Flexible Spending Accounts (FSA) Tuition Assistance to Help You Grow Your Career Military Leave Employee Assistance Program (EAP) – Support When You Need It Most Life, Disability, Accident, Critical Illness, and Hospital Insurance Pet Insurance for Your Furry Family Members Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More Low-Cost Gym Membership NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents After 1 Year of Service Career Growth and Advancement Opportunities Community Involvement – Give Back and Make an Impact Westgate Resorts is an Equal Employment Opportunity employer . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice. Pay rate: $16-$16.50 (for bilingual candidates) / hourly Use our Daily Pay benefit and get access to your pay as you need it. To ensure successful training, and skill development, all new team members are required to work from the office their 1st 5 weeks. Training Schedule: Weeks: 1 -5 - 9am - 5:30pm; Saturday and Sunday off Out of Training Schedule: Monday - Friday 11:30am - 8pm; Saturday and Sunday off Westgate Resorts is the largest privately held timeshare company in the world , with 60+ resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Recognized by U.S. News & World Report as one of the Best Companies to Work For , we’re committed to creating a supportive, rewarding workplace where our 9,000 Team Members can grow and thrive. Since 1982, we’ve delivered unforgettable vacations through exceptional service, innovation, and community engagement. With the recent addition of VI Resorts by Westgate, our footprint now includes the Pacific Northwest, Hawaii, Canada, and Mexico . Join us and be part of a team that values passion, integrity, and excellence, where your work helps create memories that last a lifetime.