Travel + Leisure Co.
Owner Onboarding Representative - Kona
Travel + Leisure Co., Kailua, Hawaii, United States, 96734
Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.
The Owner Onboarding Representative serves as a catalyst for the owner onboarding experience. The OO Representative works to deliver sales document presentations for new and existing owner purchases, as well as provides customer support through onsite education and services for club products, follow‑up process and site customer contact. The OO Representative also provides feedback to the OO Manager from document closing and sales presentation observations to identify training opportunities. The OO Representative will balance proactive efforts with owners as well as reactive work to ensure owner satisfaction with purchases and ensuring quality service standards, goals and objectives are met consistently. The OO Representative works with the OOM to provide training for sales that will help meet and improve on rescission and compliance goals.
Essential Job Responsibilities
Review and complete legal and sales related documents with owners following established process/guidelines (50% time).
Provide owner education to owners through topic curriculum in a private one‑on‑one setting or group education sessions on all aspects of the club products and offer guidance in maximizing their vacation ownership. These sessions can aid in post‑sale customer service for sales retention and compliance (25% of time).
Identify and communicate patterns, trends, training opportunities and compliance concerns to OO Manager (10% of time).
Provide training for the sales team in product knowledge, sales document content, and sales compliance as needed (5% of time).
Coordinate the logistics and reporting functions for all educational events & materials, collaborate with in‑house marketing, sales and resort team to optimize educational session attendance (5% of time).
Other site duties as assigned by OO Manager (5% time).
Travel Requirements
Less than 5% for Corporate and/or BU Meetings.
Minimum Requirements And Qualifications Education
Bachelor’s Degree or equivalent combination of education and directly related experience.
Knowledge And Skills
Ability to prioritize and organize tasks.
Ability to influence.
Excellent verbal and written communication and interpersonal skills.
Ability to manage concurrent assignments in an effective and efficient manner.
Strong conflict management skills.
Expert contract standards expertise preferred.
TNL product knowledge expertise preferred.
Technical Skills
TNL Product Knowledge, Workday courses, Sales Training relative to Owner Onboarding.
Job Experience
1+ years Wyndham sales experience preferred.
1 year previous customer service experience.
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.
Complexity Level of decision making authority:
Works within guidelines established by OO Director and OO Manager.
Level of autonomy:
A high level of autonomy to complete job tasks to achieve retention and compliance goals with minimal supervision.
Impact of incumbent's decisions on the organization:
Retention achievement adds revenue. Owner Onboarding provides a vehicle of focus to attain this objective. 10% retention on $1,000,000 in sales = $100,000 saved revenue.
Supervisory Responsibility:
N/A
Scope/Financial Responsibility:
Increase overall site retention and decrease overall sales compliance issues that can lead to reversal of money or missed budgets for selling location. Directly impact the results of the sales location through best practices for retention. Directly impact the results of the site OO Team for retention and compliance. Driving improvements to the following business metrics (rescission rates, sales compliance, net sales, NPS/OE scores).
How You’ll Be Rewarded
Medical
Dental
Vision
Flexible spending accounts
Life and accident coverage
Disability
Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
Wish day paid time to volunteer at an approved organization of your choice
401(k) with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
Legal and identity theft plan
Voluntary income protection benefits
Wellness program (subject to provider availability)
Employee Assistance Program
Compensation : The hourly rate for this role is $23.00 – $23.00 plus commissions and bonuses.
Where Memories Start with You : Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We’re always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.
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The Owner Onboarding Representative serves as a catalyst for the owner onboarding experience. The OO Representative works to deliver sales document presentations for new and existing owner purchases, as well as provides customer support through onsite education and services for club products, follow‑up process and site customer contact. The OO Representative also provides feedback to the OO Manager from document closing and sales presentation observations to identify training opportunities. The OO Representative will balance proactive efforts with owners as well as reactive work to ensure owner satisfaction with purchases and ensuring quality service standards, goals and objectives are met consistently. The OO Representative works with the OOM to provide training for sales that will help meet and improve on rescission and compliance goals.
Essential Job Responsibilities
Review and complete legal and sales related documents with owners following established process/guidelines (50% time).
Provide owner education to owners through topic curriculum in a private one‑on‑one setting or group education sessions on all aspects of the club products and offer guidance in maximizing their vacation ownership. These sessions can aid in post‑sale customer service for sales retention and compliance (25% of time).
Identify and communicate patterns, trends, training opportunities and compliance concerns to OO Manager (10% of time).
Provide training for the sales team in product knowledge, sales document content, and sales compliance as needed (5% of time).
Coordinate the logistics and reporting functions for all educational events & materials, collaborate with in‑house marketing, sales and resort team to optimize educational session attendance (5% of time).
Other site duties as assigned by OO Manager (5% time).
Travel Requirements
Less than 5% for Corporate and/or BU Meetings.
Minimum Requirements And Qualifications Education
Bachelor’s Degree or equivalent combination of education and directly related experience.
Knowledge And Skills
Ability to prioritize and organize tasks.
Ability to influence.
Excellent verbal and written communication and interpersonal skills.
Ability to manage concurrent assignments in an effective and efficient manner.
Strong conflict management skills.
Expert contract standards expertise preferred.
TNL product knowledge expertise preferred.
Technical Skills
TNL Product Knowledge, Workday courses, Sales Training relative to Owner Onboarding.
Job Experience
1+ years Wyndham sales experience preferred.
1 year previous customer service experience.
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.
Complexity Level of decision making authority:
Works within guidelines established by OO Director and OO Manager.
Level of autonomy:
A high level of autonomy to complete job tasks to achieve retention and compliance goals with minimal supervision.
Impact of incumbent's decisions on the organization:
Retention achievement adds revenue. Owner Onboarding provides a vehicle of focus to attain this objective. 10% retention on $1,000,000 in sales = $100,000 saved revenue.
Supervisory Responsibility:
N/A
Scope/Financial Responsibility:
Increase overall site retention and decrease overall sales compliance issues that can lead to reversal of money or missed budgets for selling location. Directly impact the results of the sales location through best practices for retention. Directly impact the results of the site OO Team for retention and compliance. Driving improvements to the following business metrics (rescission rates, sales compliance, net sales, NPS/OE scores).
How You’ll Be Rewarded
Medical
Dental
Vision
Flexible spending accounts
Life and accident coverage
Disability
Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
Wish day paid time to volunteer at an approved organization of your choice
401(k) with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
Legal and identity theft plan
Voluntary income protection benefits
Wellness program (subject to provider availability)
Employee Assistance Program
Compensation : The hourly rate for this role is $23.00 – $23.00 plus commissions and bonuses.
Where Memories Start with You : Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We’re always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.
#J-18808-Ljbffr