Call Centre Telemarketer
【JOB SPECIFIC TASKS】
Building and Maintaining Customer Base
? Answers owner questions regarding use of properties and location amenities; make recommendations given the background information obtained on the owner through discovery.
? Fulfills requests from owners or prospective owner regarding pricing, property maps, property descriptions, room, locations, and portfolio/network information.
? Monitors contract processing to minimize rescission decisions, provide comprehensive owner assurance and ensure timeliness of closings.
? Follows up on referrals from owners.
? Develops and maintains records on customer contacts and use that information to support effective follow-up encounters.
? Contacts owners to monitor satisfaction, makes aware of upcoming promotions, and develops business opportunities (e.g., reloads, referrals).
? Uses available Customer Relationship Management systems (e.g., Seibel, Universe) to maintain accounts of interactions and follow up with customers with regard to purchases and contracting activity.
【Giving Sales Presentations】
? Discovers the needs of prospective owners through a series of questions/discussion and utilize the information to customize the sales presentation.
? Explain the features and benefits of the Marriott Vacation Club Destinations product.
? Establishes trust during the warm up, discovery, and intent statement and build rapport with customer.
? Closes sales using approved process.
? Practices and continues to develop and improve sales presentation.
? Presents financing options as an approach to ownership.
? Presents to customers in a manner that effectively utilizes the elements of the sales process.
? Finalizes deals by signing of paperwork and notarizing contacts.
? Follows up customer interaction with email, phone, or mail correspondence and facilitate use of Vacation Ownership Advisor.
? Answers customers' questions regarding construction work, financing, maintenance, repairs, and appraisals.
? Uses, demonstrates, and/or coordinates virtual tour (eTour) software for guests.
? Prepares for daily appointments (e.g., review tour sheet, owner history, presentation details, etc).
【Conducting and Managing Business Transactions】
? Assures complete and accurate processing of documents pertaining to sales.
? Reviews details of contracts with prospective owners once they decide on purchase.
? Analyzes problems and formulates plans to overcome challenges of getting work done quickly with a high degree of quality.
? Thoroughly reviews loan applications and financial documents with the customer and ensure completed properly.
? Works with Sales Management to minimize cancellations, provides comprehensive owner assurance and ensures timeliness of closings.
? Reaches out to and influence Every Other Year (EOY) owners to upgrade and maximize all reload opportunities.
? Completes button-up sheet at end of each sale.
【Providing Services to Others】
? Responds to and monitors the resolution of customer and owner inquiries in a timely manner with accurate information.
? Leverages resources for providing service to customers and owners (e.g., Vacation Ownership Advisors) in an effective manner.
【Other】
? Demonstrates total understanding of the culture and processes of the organization.
? Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments.
? Improves sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Manager Coaches, Customers, Owners).
? Participates in formal training sessions offered by management team.
? Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building.
? Assists in the development and mentoring of other Telemarketers as requested.
? Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).
? Performs other duties as assigned