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Capital Vacations · 2 months ago

Quality Assurance Representative

Silver Lake, FL

Part-time

Onsite

Entry Level

1+ years exp

Capital Vacations is a company focused on maintaining the integrity of its products, and they are seeking a Quality Assurance Representative to ensure customer satisfaction during the sales process. This role involves verifying contract accuracy, assisting with customer service, and maintaining sales procedures while minimizing cancellations.

HospitalityResorts

Responsibilities

Provides Customer Service to Owners during the closings, as well as before and after the cancellation period of any purchase. Ensures that our newest Owner leaves with confidence in the purchase

Assists with contracts, processes and other functions in the office as needed or requested

Verifies all documents for accuracy; checks contracts for errors and omissions

Prepares all contract files for funding and scans files into Smart Search

Adheres to regulation and company policies/procedures concerning the Timeshare closing process

Handles misrepresentation concerns and client disputes and reports when necessary; reports escalated items to Upper Management as appropriate

Makes recommendations and assists on site Sales Management Team regarding corrective counseling, training, up to termination for misrepresentations

Protects the company from misrepresentations

Must close a “Reasonable Percentage” (within 10% of the average number of closings of other Quality Assurance Representatives at the same site/department) of closings occurring each month

Downloads each closing, labels and appropriately files within the required timeframe to qualify for Monthly Tier bonus as outlined on the Quality Assurance Compensation Plan

Downloads QA recordings, labels and files appropriately within 24 hours for closing at the site level and 72 hours for closing on a roadshow. Labels and saves the files while following the correct procedures. One missing recording is below the Minimum Performance Standards

Maintains a low net cancellation rate while maintaining the integrity of Capital Vacations ownership. Net cancellation percentage of 15% or higher is below the Minimum Performance Standards

One or more contract(s) placed on suspense in a monthly period is below the Minimum Performance Standards

Handles cancellations by phone or walk-in; works to retain cancellations as owners and, if unsuccessful, completes necessary documents according to cancellation procedure

Completes administrative assignments in an orderly and timely fashion

Maintains a productive working environment

All other duties as requested

Qualification

Sales experienceCustomer service skillsNotary credentialsOrganization skillsBasic computer skillsMultitaskWritten communication skillsOral communication skillsWork independentlyTime management skillsFlexible schedule