**JOB SUMMARY** The position is responsible for making meaningful moments for customers and potential owners. As a Resolution Services Liaison, you will address questions and research escalated issues from customers, Owners, leaders and sites. Serve as Subject Matter Expert and be well-versed in the complexities of the Company’s products and programs. Must be able to operate independently and be able to think creatively and sensibly to reduce escalations and resolve customer complaints quickly. Take ownership of escalated issues and provide satisfactory and reasonable resolutions within established guidelines and SLAs. Provide critical historical and account information to customers. Research and document various issues using multiple computer systems. Identify trends in Owner/customer issues and proactively suggest actions to address those issues. Provide support to other MVW departments and operations to allow them to address and solve issues in their respective areas.    **RESPONSIBILITIES:** + Investigate and resolve customer complaints regarding product or service issues, ensuring satisfactory outcomes for both the customer and the company. + Liaise with internal departments (such as shipping, billing, and technical support) to gather necessary information for resolving customer issues. + Document customer interactions, resolutions, and follow-up actions in the company's CRM system to maintain a comprehensive history of customer issues. + Develop and implement strategies to reduce the frequency of common complaints by analyzing patterns in customer issues. + Negotiate solutions or compensation for customers in cases where the company is at fault, adhering to company policies and budget constraints. + Train and mentor new hires in the call center department on best practices for effective customer issue resolution. + Participate in interdepartmental meetings to provide feedback from customer interactions, aiming to improve product quality and service delivery. **JOB SPECIFIC TASKS** + Take ownership of escalated customer issues and follow up on issues until a resolution is reached. + Assist guests with escalated questions related to preview package sales/tours, and other similar topics. + Perform research in response to escalated guest questions and issues. + Follow empowerment guidelines and proper escalation procedures to resolve guest service recovery issues (e.g., complaints, and reservation errors).  + Contact the appropriate individual or department and ensure a warm hand-off of the guest as necessary to resolve guest calls, requests, or problems.   + Overcome guest objections while maintaining a polite and enthusiastic demeanor.  + Develop a proactive response to guest issues based on trends.   + Document pertinent information in appropriate system(s) of record.   **COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS** + Excellent communication and negotiation skills to effectively resolve customer issues. + Strong organizational skills to manage multiple cases and ensure timely resolution. + Proficiency in relevant software tools, such as CRM systems and Microsoft Office. + Deep understanding of company policies and procedures to ensure compliance and effective issue resolution. + Empathy and patience to handle complex customer interactions and maintain customer satisfaction. **Personal Attributes** + Dependability + Positive Demeanor + Adaptability + Presentation + Integrity In **terpersonal Skills** + Interpersonal Skills + Diversity Relations + Teamwork + Influence **Communications** + Good communication skills, both verbal and written + Listening + Applied Reading **Analytical Skills** + Learning + Problem Solving + Decision-Making Computer Skills + Use Multiple computer systems and software packages to cross reference, input access, modify, store or input information + Enter and retrieve data from computer Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture