Team Lead Customer Care

Join to apply for the Team Lead Customer Care role at Hilton Grand Vacations

As a Team Lead, you will execute your responsibilities in alignment with Hilton Grand Vacations’ Spirit of Service culture. You will drive company success by performing the following tasks: lead and coach Customer Care Representatives, maintain production and attendance metrics, handle escalated requests, and foster a high‑energy team environment.

• Competitive base pay plus commission
• Recognition Programs and Rewards
• Discounted Hilton hotel rates worldwide
• 401(k) program with company match
• Paid Time Off (PTO) for adventure, rest, relaxation, or recuperation
• Employee stock purchase program
• Tuition reimbursement programs
• Numerous learning and advancement opportunities

• Communicate with a dynamic, talented, customer‑service‑focused team to motivate individuals to achieve specific goals.
• Multi‑task in a fast‑paced Call Center environment, supporting primary responsibility to Customer Care Representatives and guests.
• Assist Customer Care Representatives with day‑to‑day activities, provide guidance and motivation.
• Train, coach, and track daily production & attendance.
• Handle all escalated requests via written correspondence or phone.
• Understand monthly goals and track progress throughout the month.
• Take over escalated guest calls to resolve issues and ensure guest satisfaction.
• Assist Supervisors with fee accuracy for upgrades, change fees, and holiday charges.
• Monitor and provide feedback on phone calls for Customer Care Representatives.
• Assist other departments and step in as Team Leader on duty when needed.
• Maintain weekly, monthly team reports for performance and attendance.
• Create monthly strategies with Supervisors to achieve team goals.
• Back‑up support for Supervisors when required.
• Maintain timely reporting for team assignments.
• Promote a highly motivated work environment through positive reinforcement and coaching.
• Ensure privacy and security of confidential guest information.
• Maintain an upbeat and motivated demeanor when interacting with guests, coworkers, and managers.

• Ability to work in a fast‑paced environment while multitasking.
• Critical thinking and problem‑solving skills with urgency.
• Ability to work variable schedules, including evenings and weekends.
• Preferred:
  Timeshare/hospitality background.
• Strong customer service orientation, enthusiasm, energy, and professionalism.
• Excellent organizational skills and attention to detail.
• Proficiency with Microsoft Word, Excel, Outlook, and basic data entry.
• Excellent written and verbal communication skills.
• Preferred:
  Large Call Center environment experience.
• Preferred:
  Sales experience.

We are an equal‑opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will provide reasonable accommodation to applicants with disabilities.