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Owner Services Counselor - English Speaking & Second Language (German, Italian, Spanish, Arabic, or French),

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Marriott International

Dec 7, 2024

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    People, HR & Administration
  • Cork
  • Quick Apply

AI generated summary

  • You must have strong English and a second language (German, Italian, Spanish, Arabic, or French), excellent communication skills, problem-solving abilities, and proficiency in Marriott systems.
  • You will handle inbound calls, resolve customer complaints, assist with finance and exchange requests, document interactions, and maintain knowledge of Marriott products while ensuring excellent service.

Requirements

  • Be available to answer all inbound calls in a timely and efficient manner by maintaining a business like manner at all times.
  • Acknowledge and answer any written correspondence (Emails, Chat, WEB queries and issues, Faxes, Letters received from owners/members in a timely and efficient manner
  • Work as an advocate for the customer in resolving complaints and to educate them on the usage options of their vacation ownership products including but not limited to Legacy weeks, MVCD points, Marriott Bonvoy, and Interval International
  • Work as an advocate for the customer in resolving complaints and to educate them on the usage options of their vacation ownership products including but not limited to Legacy weeks, MVCD points, VSE StarOptions, VSN Legacy weeks, AP points, Marriott Bonvoy, and Interval International
  • If appointed as a multi brand agent support VSN brands using VSE StarOptions, VSN Legacy weeks, DG sun, Istar, Freedompay Actively participate in outbound ‘campaigns’.
  • To ensure that all contacts and interactions with owners and clients are properly documented in ADAPT contact application and the resolutions to all issues are responded to and closed within a satisfactory period of time.
  • Exercise good judgment when handling customer queries and requests.
  • To ensure that all procedures, processes as it relates to Owner Usage, Marriott Bonvoy, Interval International and promotion changes etc are followed as per ADAPT Knowledge and Compass
  • Responsible for assisting owners with their finance-related issues, including maintenance fee and loan collection and account status enquiries.
  • Assist with owner exchange requests and liaise with Marriott Bonvoy and Interval International accordingly, including membership requests, confirmations, account updates and certificate issuance/renewal.
  • Translate documentation on an ‘ad-hoc’ basis.
  • To help create an ongoing effort to improve the department through personal action and by contributing ideas to support and enhance our customer service programme.
  • To become an independent associate and to be able to analyze problems and to formulate plans to overcome challenges, to get work done efficiently with a high degree of quality.
  • To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem solving tools that are available throughout the total quality management process .
  • To use Standard Operating Procedures of Vacation Experience outlined in ADAPT Knowledge & COMPASS, Standard Operating Procedures, and any Local Standard Operating Procedures as a guide to the standards and practices which are to be followed by all associates in this department and discipline so that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be ensured.
  • To maintain a clean, neat well organized work place which projects a professional atmosphere and free of hazards
  • To cross train and to be familiar with and competent in the performance and understanding of other functions required of this department and be able to fill in as required and as directed in the absence of associates who are normally responsible for those duties.
  • The ability to function calmly in a fast paced environment handling multiple priorities simultaneously. To be able to modify plans, actions, and decisions in light of changing situations and circumstances.
  • To have demonstrated ability to communicate verbally and written in a positive encouraging manner with associates and managers.
  • To carry out any tasks as required by the, immediate Manager – Operations, Team Leader – Operations, Senior Manager – Operations and VP, Service Fulfillment.
  • Oral and written proficiency in the English language required. In addition oral and written proficiency in an additional language (German, Italian, Spanish, Arabic, or French) is required for this role.
  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Comply with MVW and any applicable Marriott International polices and procedures.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
  • Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
  • Maintain a strong knowledge of all Marriott product lines & systems, including ADAPT, UNIVERSE, LOANSERVE, CONCORD INTERLINK, ASSOCIATE CONSOLE, KNOWLEDGE, EMPOWER, COMPASS, ISERVICES, TIMESHAREWARE, INCONTACT, TELEOPTI, WORKDAY and OUTLOOK programs.
  • To be able to demonstrate a strong knowledge of the Marriott Bonvoy Program and MVW operations. A thorough understanding of current / past promotions is essential.
  • Maintain computer systems knowledge (Microsoft applications, E:Mail, Word etc) Work with all MVW colleagues as a team, supporting the needs within that team and those of the business at all times.

Responsibilities

  • Be available to answer all inbound calls in a timely and efficient manner by maintaining a business like manner at all times.
  • Acknowledge and answer any written correspondence (Emails, Chat, WEB queries and issues, Faxes, Letters received from owners/members in a timely and efficient manner.
  • Work as an advocate for the customer in resolving complaints and to educate them on the usage options of their vacation ownership products including but not limited to Legacy weeks, MVCD points, Marriott Bonvoy, and Interval International.
  • Work as an advocate for the customer in resolving complaints and to educate them on the usage options of their vacation ownership products including but not limited to Legacy weeks, MVCD points, VSE StarOptions, VSN Legacy weeks, AP points, Marriott Bonvoy, and Interval International.
  • If appointed as a multi brand agent support VSN brands using VSE StarOptions, VSN Legacy weeks, DG sun, Istar, Freedompay Actively participate in outbound ‘campaigns’.
  • To ensure that all contacts and interactions with owners and clients are properly documented in ADAPT contact application and the resolutions to all issues are responded to and closed within a satisfactory period of time.
  • Exercise good judgment when handling customer queries and requests.
  • To ensure that all procedures, processes as it relates to Owner Usage, Marriott Bonvoy, Interval International and promotion changes etc are followed as per ADAPT Knowledge and Compass.
  • Responsible for assisting owners with their finance-related issues, including maintenance fee and loan collection and account status enquiries.
  • Assist with owner exchange requests and liaise with Marriott Bonvoy and Interval International accordingly, including membership requests, confirmations, account updates and certificate issuance/renewal.
  • Translate documentation on an ‘ad-hoc’ basis.
  • To help create an ongoing effort to improve the department through personal action and by contributing ideas to support and enhance our customer service programme.
  • To become an independent associate and to be able to analyze problems and to formulate plans to overcome challenges, to get work done efficiently with a high degree of quality.
  • To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem solving tools that are available throughout the total quality management process.
  • To use Standard Operating Procedures of Vacation Experience outlined in ADAPT Knowledge & COMPASS, Standard Operating Procedures, and any Local Standard Operating Procedures as a guide to the standards and practices which are to be followed by all associates in this department and discipline so that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be ensured.
  • To maintain a clean, neat well organized work place which projects a professional atmosphere and free of hazards.
  • To cross train and to be familiar with and competent in the performance and understanding of other functions required of this department and be able to fill in as required and as directed in the absence of associates who are normally responsible for those duties.
  • The ability to function calmly in a fast paced environment handling multiple priorities simultaneously. To be able to modify plans, actions, and decisions in light of changing situations and circumstances.
  • To have demonstrated ability to communicate verbally and written in a positive encouraging manner with associates and managers.
  • To carry out any tasks as required by the immediate Manager – Operations, Team Leader – Operations, Senior Manager – Operations and VP, Service Fulfillment.
  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Comply with MVW and any applicable Marriott International polices and procedures.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
  • Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
  • Maintain a strong knowledge of all Marriott product lines & systems, including ADAPT, UNIVERSE, LOANSERVE, CONCORD INTERLINK, ASSOCIATE CONSOLE, KNOWLEDGE, EMPOWER, COMPASS, ISERVICES, TIMESHAREWARE, INCONTACT, TELEOPTI, WORKDAY and OUTLOOK programs.
  • To be able to demonstrate a strong knowledge of the Marriott Bonvoy Program and MVW operations. A thorough understanding of current / past promotions is essential.
  • Maintain computer systems knowledge (Microsoft applications, E:Mail, Word etc) Work with all MVW colleagues as a team, supporting the needs within that team and those of the business at all times.

FAQs

Do we support remote work?

Yes, we offer remote work options, including a hybrid format or full-time office work.

What languages are required for this position?

Proficiency in English is required, along with proficiency in a second language such as German, Italian, Spanish, Arabic, or French.

What are the main responsibilities of the Owner Services Counselor?

The main responsibilities include providing excellent customer service to MVW owners, managing owner issues, handling reservations, answering queries, and ensuring personal data accuracy.

Is there a focus on documentation and records maintenance?

Yes, it is important to ensure that all contacts and interactions with owners are documented in the ADAPT contact application and that issues are resolved and closed satisfactorily.

Will I need to assist owners with finance-related issues?

Yes, you will be responsible for assisting owners with maintenance fee and loan collection inquiries and account status.

What skills are important for this role?

Strong communication skills, the ability to handle multiple priorities calmly, good judgment, and problem-solving skills are essential for this role.

Are there opportunities for cross-training?

Yes, associates will be expected to cross-train and be competent in other functions within the department.

What is the organizational culture like?

The culture emphasizes excellent customer service, teamwork, diversity, and inclusivity, with a commitment to maintaining a professional atmosphere.

What systems and programs should I be familiar with?

Familiarity with Marriott product lines and systems such as ADAPT, UNIVERSE, LOANSERVE, and Microsoft applications is important for this position.

Will training be provided for the position?

Yes, associates will receive training on the specific systems and processes relevant to MVW and the Owner Services Counselor role.

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Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.