Owner experience specialist

ROLE SUMMARY
We're looking for a Reservation Contact Center Agent who provides exceptional guest service while assisting customers with vacation planning and reservation needs.
WHO WE'RE LOOKING FOR
The Reservation Contact Center Agent handles inbound and outbound calls, understands guest needs, researches availability, recommends accommodations, and manages reservations accurately and efficiently.
We're looking for someone organized, patient, and comfortable working in a fast-paced Contact Center environment while balancing customer experience with booking and performance goals.

KEY RESPONSIBILITIES
• Handle inbound and outbound reservation calls.
• Assist with booking, modifying, and canceling reservations.
• Research availability and recommend alternative accommodations when needed.
• Explain resort amenities, policies, fees, and reservation terms.
• Process payments and reservation-related fees.
• Promote upgrades, loyalty programs, travel protection, and other offerings.
• Accurately document reservations and customer interactions.
• Meet established quality, productivity, booking, and customer service goals.  

SKILLS REQUIREMENTS
• 6 months–1 year of experience in Customer Service roles.
• English level C1.
• Strong communication, customer service, and problem-solving skills.
• Intermediate computer skills and ability to navigate multiple systems.
• Typing speed of at least 25 words per minute.
• Strong organization and multitasking skills.
• Ability to work under pressure in a fast-paced environment.