Experience Account Manager (Conversion Department) Redmond, WA-TW1

 SUMMARY:  Work with Trial members and show them the benefits of converting into a full time World Mark Owner.  Representatives will be responsible for guiding members through trial membership via: booking their stay at selected WorldMark locations, coordinating their follow up presentation, and exemplifying WorldMarks superior customer service.  ESSENTIAL DUTIES AND RESPONSIBILITIES (Other Duties or responsibilities may be signed.):30%  Book reservations to World Mark Resorts in accordance to Trendwest trial membership business rules and World Mark the Club guidelines.30% Set Conversion tours for each Trial member. 10% Accurately note each customers account every time contact is made.10%   Ability to fully answer any questions in regards to:  the trial program, World Mark guidelines, World Mark resorts and affiliations, and advantages of owning Premier membership  5%  Mail out confirmations and additional materials in a timely manor.  5%  Submit payroll to management at the end of each pay period.  5%  Confirm conversion tours prior to their check-in and verify that stats are correctly updated. EDUCATION AND/OR EXPERIENCE: High school degree of completion of GED is required.  There is also a 3-4 week training class that is required.  Satisfactory completion of training course and passing score on test is required before agents can receive access to book in World Mark system.  The following area’s are not required, but highly encouraged.·  2-5 years of customer service and or sales.·  1-2 years of call center experience.·  Knowledge of World Mark resorts and guidelines.·  Proficient in Microsoft Office and its programs·  Ability to type 40 words per minute  SKILLS AND ABILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactory.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. ·  Ability to express superior customer service to every internal and external customer.·  Ability to remain calm and show poise even in stressful situations.·  Ability to overcome objections.·  Ability to try and solve customer concerns or complaints before escalating situation to management.·  Ability to work positively individually and as a team.  ·  Ability to be organized and have excellent time management.·  Ability to communicate professionally orally, and written.  ·  Ability to use proper tone, grammar and speak with a pleasant and friendly voice to every customer.·  Ability and desire to secede and be a representative of department and Trendwest Resorts.·  Ability to be creative and innovated with-in Department policies and World Mark guidelines.·  Ability to show enthusiasm and create urgency for trial members to convert into a full-time World Mark Owner.Ability to service every member in a manor that assures a pleasant and re- warding initial experience with Trendwest Resorts, and WorldMark the Club