Counselor Exchange Col

Exchange Counselor - Foreign Offices

**DEPARTMENT**: Service Center - Latin America Region

**REPORTS TO**: Manager/Supervisor

Nature of Work

Answers all incoming calls providing quality service to members through services including Exchange, Membership, Getaways and Telemarketing. When applicable, refers calls to proper department to ensure the member is serviced accordingly.

**Responsibilities**:
Answers incoming calls promptly, courteously and efficiently following Interval International servicing standards to meet the demands of the incoming call volume.

Services the needs of the member via telephone/mail/faxes/walk-ins, through:
Educating members on Interval’s services to help maximize their benefits by conducting welcome calls.
Providing accurate and complete information.
Assessing the vacation/travel needs of the member and meeting those needs through:
Placing a pending request
Depositing a week
Transacting an instant confirmation
Placing of flex waitlist requests
Offering and confirming members into Getaway and Flexchange space
Providing alternatives
Verifying and updating address and phone numbers information

Achieves sales goals of Membership renewals, Interval Preferred sales/renewals, Exchange and Getaway confirmations as well as quality service standards.

Documents all member contacts to supplement the database used as a reference.

Performs other related duties as required.
Knowledge, Abilities and Skills

Must possess a high school diploma.

Minimum 6 months experience working in a sales and service industry.

Must commit to taking an English course within the first year of employment.

Must possess excellent telephone etiquette.

Must be detail oriented and possess good organizational skills.

Must have the ability to deal effectively with people.

Must be able to work shifts as needed.
Physical Requirements

Sitting, looking at a PC monitor and speaking on the telephone for extended periods of time.

Other Benefits

Commissions.

Variables within Skill Levels

5 Star

Responsible for answering and servicing special 5-star accounts (top producing accounts) to meet organizational objectives and offer quality customer service to members owning at designated resorts and newly affiliated resort members requiring special handling.

Must have completed a minimum of 6 months as an Exchange Counselor and possess good knowledge of exchange terms and conditions.

Must possess an understanding of departmental policies as they relate to the use of inventory.

4/05
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