Customer Service Representative - Member Advocate

Overview

Our Member Advocates are the front line of our Vacation Club and play a key role in supporting and maintaining strong relationships with our members. Because our members are at the center of everything we do, the ideal candidate has strong communication skills, is solution-oriented, and can handle a variety of member needs in a professional and positive manner. This role combines customer service, administrative responsibilities, and member outreach, requiring attention to detail, organization, and the ability to collaborate across departments.

• Answer inbound member phone calls in a courteous and professional manner
• Take member payments over the phone for loans and maintenance fees and enter them into the financial system
• Make outbound calls to members to enhance the member experience, including follow-ups, feedback collection, and membership customization opportunities
• Assist members with booking vacations through our resorts and vacation affiliate
• Respond to member emails and draft written communications as needed
• Collaborate with internal departments and escalate member concerns appropriately
• Assist with administrative tasks including mailings, scanning, filing, and document management
• Support the Contracts & Billing Manager with additional tasks as assigned
• Contribute ideas that help improve products, processes, and member engagement

• Customer-service oriented with strong communication and interpersonal skills
• Strong attention to detail and accuracy
• Ability to maintain a professional and positive demeanor
• Team-oriented with a willingness to take on varied responsibilities
• Comfortable working with multiple departments and levels within the organization
• General computer proficiency with working knowledge of Microsoft Office (Word, Excel, Outlook)
• Ability to clearly explain products, services, and policies to members
• Must be able to work a scheduled shift of 9:30am to 6pm, Monday thru Friday

• High School Diploma or equivalent required

• 401(k) and health insurance
• Paid vacation and paid holidays
• Resort amenities usage including fitness center, pool, golf course, laser tag, and more