Member Services Representative (Administrative)

Resort Travel Exchange, Inc., based in beautiful Asheville NC, is now hiring for full time Member Services Representative!

We are looking for reliability, an eagerness to succeed, and a willingness to be part of a successful team. We're looking for team-players who understand what it means to be professional, whether it's on the phone or in the office. We will supply you with the training you need to deliver a lasting positive customer experience. If you have the ability to speak easily with people, are polite and courteous, can overcome objections, and take personal pride in your results, we want you on our team!

As a company, we pride ourselves in building our employees' skills in the workplace and promoting from within. When we see talent, we recognize it and we build it. As an ESOP (Employee Stock Ownership Plan) company our employees are invested in the company, meaning that when you succeed, you're working towards both the company's future and your own.

We offer membership to our travel club as a benefit to every employee after their first few months. This includes:

- Access to deeply discounted stays at our resorts

- Access to discounted stays at partner resorts and hotels

- Discounts on other travel related expenses like airfare, car rental and more.

Full time employees can also look forward to a more comprehensive benefit plan including medical, dental, vision, company paid life insurance, 401(k), and more!

POSITION SUMMARY
The Member Services Representative is responsible for educating and assisting RTX members on all applicable vacation ownership products. The Member Services Representative will establish itineraries for travel, process annual payments, discuss the details found on a contract (or other relevant legal documents), remain current with the latest products generated by RTX or its customers, and actively participate in promoting and selling any ancillary products that are of benefit to an existing member. This position is crucial to member satisfaction for RTX and is the main point of contact for its member base. ESSENTIAL FUNCTIONS

• Provide member service, corresponding with members primarily over the phone and by e-mail.
• Perform follow-up for unique situations that require additional research.
• Effectively establish a rapport with members and other departments or outside companies.
• To have knowledge of all memberships and be able to explain all facets of these products including ancillary or secondary products that enhance the membership.
• To have knowledge of resort layouts and amenities.
• Complete service fee call queues within the assigned time-frame each day.
• Assess the customer's ability to make and maintain the monthly payments.
• Handle high volume of incoming and outgoing service fee calls.
• Process bankruptcy/legal notifications, when applicable.
• Provide debt resolution options, as needed.
• Process payments by phone.
• Other tasks may be assigned based on business need.

Other Functions
The Member Service Representative may also:

• Assist other departments in contact with members to help problem-solve.
• Assist in educating other departments on the contract to better their responsibilities.
• Work with various resort front desk staff via email or telephone to ensure a quality vacation experience for the member.

POSITION QUALIFICATIONS/REQUIREMENTS
Education/Credentials

• Prefer 4-year degree in Communications or Business, with some customer service experience; OR
• 2-year college degree with at least one year of high touch customer service, concierge, etc; OR
• HSD/GED with at least 2-years' experience in high touch customer focused environment, concierge, or travel industry.

Experience

• Basic computer skills are required, with knowledge of Excel, Word, PowerPoint, and reservations systems.
• Previous experience in vacation ownership is highly preferred but not required.
• Bi-lingual (Spanish) is a plus.

RTX's Core Competencies
Adaptability to Change: Positive approach to minor or major changes; the ability to help others maintain a positive attitude through times of change
Conflict Management: Orientation toward solutions in times of conflict; ability to maintain composure of self, influence composure of others, and effectively mitigate conflict situations.
Customer Orientation: A focus on meeting and exceeding customer expectations; a continuous awareness of how all work tasks and daily activities impact the customer. 
Oral and Written Communication: The ability to recognize and appropriately communicate critical information; a focus on professionalism and etiquette in all communications.
Professional Conduct: Continuous positive representation of the organizational brand; awareness of one's surroundings and the ability to develop professional relationships with all staff.
Self-Discipline: A natural tendency toward achievement of goals and thorough completion of all tasks; ability to work through unforeseen obstacles and maintain focus on overall expectations.
 

Knowledge & Skills
Accuracy: Ability to perform work accurately and thoroughly.
Active listening: Ability to actively attend to, convey, and understand the comments and questions of others
Friendliness: Ability to exhibit a cheerful demeanor toward others.
Problem Solving: Ability to find a solution for or to deal proactively with work-related problems.
Tact: Ability to show consideration for and maintain good relations with others.
 

Physical Requirements

N (Not Applicable)

Activity is not applicable to this occupation.

O (Occasionally)

Occupation requires this activity up to 33^% of the time (0 - 2.5⁺ hrs/day)

F (Frequently)

Occupation requires this activity from 33^% - 66^% of the time (2.5 - 5.5⁺ hrs/day)

C (Constantly)

Occupation requires this activity more than 66^% of the time (5.5⁺ hrs/day)

Physical Demands

Lift/Carry

Stand

O

Walk

O

Sit

C

Handling / Fingering

C

Reach Outward

F

Reach Above Shoulder

O

Climb

O

Crawl

N

Squat or Kneel

O

Bend

O

10 lbs or less

O

11-20 lbs

O

21-50 lbs

N

51-100 lbs

N

Over 100 lbs

N

Push/Pull

12 lbs or less

O

13-25 lbs

O

26-40 lbs

N

41-100 lbs

N

WORK ENVIRONMENT
The Member Services Representative works in a busy office setting with frequent interruptions. Current hours of operation are from Monday through Saturday and may be changed based on business needs.  Employees are assigned schedules based on business needs and individual performance.