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Start Your Hospitality Career with Wyndham Worldwide

Job ID: 
Job Function: 
Call Center & Customer Service
Orlando, Florida United States
Brand / Resort: 
Wyndham Vacation Ownership

Customer Service Specialist - Orlando Referral Center

13 Mar 2018
Position Summary:

As a customer service agent, your primary responsibility will be to assist management and other reservation associates in the handling of escalated calls, while maintaining a high-level of customer service and satisfaction.  We are looking for an individual who will respond to our owners and their potential needs in a timely, professional manner. This individual must have outstanding communication skills and innovative thinking to drive the department goals of lower cancellations, increased volume, and higher volume per guest for each sales department.
  • Handling escalated issues and take Supervisor calls that arise through the inbound reservations department
  • Attempt to save all refund requests that are T.O. or escalations submitted through the Customer Service Specialists box.
  • Projects will be assigned based on departmental needs to reps by the Supervisor and Management Team.
  • Timely guest follow up ensuring customer service issues are resolved completely and promptly with detailed insight and creative alternatives to assist guests, promote travel and reduce the Sales and Marketing cancellation rate and improve the guest experience.
  • Provide support to the management team with customer investigations, tasks, accommodation changes and projects with comprehensive, confidential and professional disclosure of incidents and escalations where required.
  • Conduct trainings/calibration sessions
  • Take inbound phone calls to support Inbound Reservations when call volume dictates.
  • Full understanding of key performance indicators, such as: cancellation rates, revenue production, and tour arrivals.
  • 4 days mid-week from 2:00pm-10:00pm and every Saturday 9:00am-6:00pm. Sunday's and one day midweek off. 

  • High School diploma or equivalent
  • 12 months minimum customer service, reservations or equivalent experience required
  • CRS experience required
  • Microsoft Office, Word, Excel experience required
  • Must be able to work flexible shifts to include weekdays, evenings and weekends to suit business needs
  • Must have the ability to be persuasive and informative with excellent problem solving and strong customer service skills
  • Exceptional listener with excellent communication skills, both verbal and written
  • Must have the ability to deescalate customer situations and sway decisions
  • Must possess a positive, outgoing, professional demeanor, be self motivated, detailed oriented and able to work independently.  Must demonstrate solid judgment and firm decisions, vast product knowledge, marketing systems knowledge in addition to excellent problem solving skills
  • Demonstrate professionalism and excellent customer service skills with all customers, both internal and external, maintaining a positive brand image and company reputation

Unless there is a legal requirement, experience will be accepted for the education requirement


If you require a reasonable accommodation to complete an application please email your request to Mycareer@Wyn.com and provide the job title and location to which you are applying.

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