Reservations Support Agent

Hourly Rate: $16 per hour

Westgate Resorts is the largest privately held timeshare company in the world, with 60+ resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Recognized by U.S. News & World Report as one of the Best Companies to Work For, we’re committed to creating a supportive, rewarding workplace where our 9,000 Team Members can grow and thrive. Since 1982, we’ve delivered unforgettable vacations through exceptional service, innovation, and community engagement. With the recent addition of VI Resorts by Westgate, our footprint now includes the Pacific Northwest, Hawaii, Canada, and Mexico. Join us and be part of a team that values passion, integrity, and excellence, where your work helps create memories that last a lifetime.

This is a remote position after 12 weeks of training, but it is required that you live in the Orlando/Central Florida area to be considered for this opportunity.

Responsible for communicating and assisting on any customer service inquires via Chat, Correspondence (OAM), and daily monitoring of the CSD issues created by our Owner Reservations/Relations personnel. This includes working on any special projects issued by Management.

To perform this job successfully, an individual must be able to perform each essential duties and responsibilities satisfactorily. Additionally, the person must possess and adhere to the following core company values:

• Integrity
• Passion
• Work Ethic

Essential duties and Responsibilities include the following. Other duties may be assigned.

• Assist owners via email accounts with questions regarding availability, complaints (forwarded to manager and/or supervisor), Third party banking requests.
• Assist with any request placed online via OAM (Owner Account Management) for third party banking requests.
• Work any faxes that need to be forwarded to the correct agent and/or department
• Send out confirmation letters via email.
• Assist with issues created by an agent and/or other departments requesting information. Many times agents use the incorrect category for request they get forwarded to this queue by other departments. (Phone issues are very minimal)
• Processing weekly inbound reports from Interval International (II) and Resort Condominiums International (RCI), verifying weekend arrivals the week prior; this ensures the correct information is processed and the exchange guest has no problems at check in.
• Processing small exchange banking verification reports daily.
• Processing the Interval International (II) request first, hotel exchange and cruise requests.
• Processing all Interval International (II) and Resort Condominiums International (RCI) CSD issues, all aspects of exchange processors duties are used when researching and processing issues.
• All issues in the Interval International (II) and Resort Condominiums International (RCI) queue must be completed on a daily basis.
• Processing Interval International (II) and Resort Condominiums International (RCI) Membership Verification on a daily basis.
• Work special projects as issued by Management.
• Assist on the phones during high call volume.
• Coordinate with Inbound Reservation Departments for any audit needed from a reservation’s standpoint
• Responsible for incoming chat conversations.
• Educate owners on timeshare usage rights and status of their accounts.
• Answering questions regarding resort amenities, unit descriptions, location and reservation confirmations.
• Confirming/canceling and modifying reservations when necessary.
• Process owner external exchange requests when necessary.
• May possibly need to utilize online resources to translate conversations in foreign languages.

Training Schedule: On-site 6 weeks All Paid Training! 

• Monday - Friday 9:00AM - 5:30PM (Weeks 1 - 4)
• Monday - Friday 9:30AM - 6:00PM (Weeks 5 - 6)

On-site for 3 days a week during the initial 90 days after training!

• Monday, Thursday, and Friday 10:00AM - 6:30PM

Hours of Operation: 

• Monday - Friday 10:00AM - 6:30PM 
• Saturday - Sunday 9:00AM - 5:30PM

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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 functions.

Education and/or Experience

• High school diploma or general education degree (GED); or one to three months of related experience and/or training; or equivalent combination of education and experience.
• Bi-lingual (English/Spanish) preferred, not required. 

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) 
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.