Senior Specialist, Loyalty Experience

Hilton Grand Vacations

. Handle inbound and outbound contacts in an omni-channel contact center through phone, chats, and electronic communications .

Posted 10/26/2026full-timeRemote • United States, CanadaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service within an omni-channel contact center environment, focusing on member education, relationship management, and problem resolution. Proficient in handling various Club products and maintaining compliance with company policies and performance metrics.

Highest-signal resume keywords

Customer Service ExperienceOmni-Channel CommunicationLoyalty Tier Member SupportMicrosoft Office ProficiencyTimeshare Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Needs IdentificationProblem SolvingData Security ProcessesReservation ConfirmationPayment Processing

Soft Skills

Friendly DemeanorDetail-OrientedSelf-MotivatedPositive OutlookFlexibility

Tools & Technologies

Microsoft OutlookMicrosoft WordMicrosoft ExcelElectronic Communication ToolsSelf-Service Navigation

Industry Keywords

Call CenterLoyalty ExperienceTimeshareTravelHotel Front Desk

About the role

Key responsibilities & impact

Handle inbound and outbound contacts in an omni-channel contact center through phone, chats, and electronic communications
Identify customer needs, clarify information, research member concerns, and provide solutions
Handle contacts across additional Club skills and membership types for at least two Club products
Provide one-on-one assistance primarily to Loyalty Tier Members
Schedule welcome calls and provide continued services based on member needs
Complete welcome calls and emails within 48 hours when required
Educate Owners and Members about program options, benefits, and self-service opportunities
Coordinate with resorts regarding pre-arrival calls and stay-related requests
Perform post-arrival calls to ensure Loyalty Tier Members’ stays went as planned
Resolve lower-level challenges using Spirit of Service techniques and empowerment tools
Promote cancellation protection and promotional opportunities when applicable
Maintain relationships with internal customers and business support departments
Process maintenance fee payments, loan payments, payoffs, and Club assessments
Confirm reservations using applicable points and provide resort and hotel information
Educate Members about programs and assist with online registration, website, mobile app, and self-service navigation
Make outbound calls and send emails promoting program usage, weather alerts, special programs, and resort arrivals
Follow customer information and data security processes
Meet or exceed departmental performance metrics, KPIs, and goals
Complete required company training and compliance courses
Follow company policies and procedures and perform reasonable management requests

Requirements

What you’ll need

2 years of professional customer service experience
Trained in all additional Club skills and membership types for 2 or more Club products (HGV, HVC, or Bluegreen)
Friendly and enthusiastic demeanor with a positive outlook
Dedication to providing positive experiences for Owners and Members
Detail-oriented, self-motivated, and a problem solver
Verbal fluency in English required
Basic computer literacy and skills
Ability to talk and type simultaneously
Flexibility to work nights, weekends, and/or major holidays
6 months in a Specialist Loyalty Experience role preferred
3+ years of professional call center customer service experience preferred
Timeshare, travel, call center, or hotel front desk background preferred
Proficiency in Microsoft Office, including Outlook, Word, and Excel preferred

Benefits

Comp & perks

Work-life balance and family-friendly benefits
Reasonable accommodation for individuals with disabilities
Equal opportunity employment and diversity-focused workplace