Hilton Grand Vacations · 2 hours ago
Team Lead Customer Care
Orlando, FL
Full-time
Onsite
Mid LevelHilton Grand Vacations is a leader in the Vacation Ownership Industry, operating with an unwavering dedication to innovation, quality, and continued growth. As a Team Lead, you will be responsible for guiding Customer Care Representatives, managing escalated requests, and ensuring a motivated work environment to achieve company goals.
LeisureRecreationTravel
Responsibilities
Assist Customer Care Representatives with day-to-day activities and provide them with guidance and motivation
Train, coach, and track daily production & daily attendance
Handle all escalated requests, whether via written correspondence or via phone
Understand monthly goals and track progress throughout the month
Take over escalated guest calls to fix issues and provide guest satisfaction
Assist Supervisors by making sure the proper fees are being charged consistently including upgrades, 45 day and change fee’s, and all holiday and extra night charges
Monitor and provide feedback on phone calls for customer care representatives
Assist other departments and fill in as Team Leader on duty whenever needed
Assist Supervisors with tracking and maintaining the day-to-day, weekly, and monthly team reports for performance and attendance, while following the Standard Operating Procedures
Work closely with Supervisors in creating monthly strategies with individual team and the overall team to accomplish monthly goals
Back up support for Supervisors when needed
Maintain reports that are assigned from the team in a timely manner
Maintain a highly motivated work environment through positive reinforcement and coaching
Promote the Hilton Value at all times
Ensure the privacy and security of confidential information regarding guests
Maintain an upbeat, positive and motivated demeanor, especially when interacting with Hilton guests, coworkers, and managers
Qualification
Required
Ability to work in a fast paced environment while being able to multi-task
Ability to think critically and problem solve with urgency
Able to work variable schedules, including evenings and weekends, based on call center needs
Strong sense of customer service with enthusiastic, energetic, and professional behavior
Excellent organizational skills and detail oriented with the ability to set priorities
Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills
Must have excellent written and strong verbal communication skills
Preferred
Timeshare/hospitality background preferred
Large Call Center environment experience preferred
Sales experience preferred
Benefits
Competitive base pay plus commission
Recognition Programs and Rewards
Discounted Hilton hotel rates worldwide!
401(k) program with company match.
Paid Time Off (PTO) that allows for adventure, rest, relaxation or recuperation
Employee stock purchase program.
Tuition reimbursement programs.
Numerous learning and advancement opportunities.
Company
Hilton Grand Vacations
Hilton Grand Vacations is a vacation ownership travel company.
Founded in 1992
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$3.65B2025-12-16Post Ipo Debt· $400M
2025-08-14Post Ipo Debt· $400M
2025-07-11Post Ipo Debt· $64.68M
Leadership Team
Dan Mathewes
Senior Executive Vice President and Chief Financial Officer
Gordon Gurnik
Chief Operating Officer
Recent News
2025-11-19
2025-11-03
2025-11-03
Company data provided by crunchbase