Inbound Customer Service role providing support to guests for Marriott Vacations Worldwide. Tasks include answering calls, assisting with reservations, and maintaining high service quality standards.
About the role
- Customer Service & Sales Representative managing inbound and outbound communication for TWO, engaged with i9 Sports franchises. Ensuring families feel heard, supported, and excited for each season.
Responsibilities
- Answer all inbound phone calls with speed, accuracy, and professionalism
- Follow up with voicemails or missed calls within 24 hours
- Respond to incoming emails using TWO-provided templates and best practices
- Assist parents with registration questions, scheduling concerns, and general inquiries
- Identify opportunities to upsell or re-engage families for upcoming seasons
- Maintain strong understanding of current promotions and talking points
- Encourage registration completion and help overcome objections (pricing, timing, etc.)
- Monitor and resolve customer issues submitted through Listen360
- Track and escalate repeat issues, complaints, or unusual patterns to the Director of Ops
Requirements
- Warm, professional phone presence and strong active listening skills
- Confident communicator with clear written grammar and email etiquette
- Previous experience in customer service or phone-based sales (preferred)
- Comfortable using CRM tools, Gmail, and feedback platforms like Listen360
- Fluent in English (bilingual a plus)
- Able to work independently with minimal supervision
- High accountability to response time and follow-through
Benefits
- Flexible work from home options
- Timeliness and professionalism in handling all calls and emails
- Responsiveness to communication metrics and follow-up expectations
- Alignment with TWO’s culture of empathy, ownership, and excellence
- Confidentiality: A signed NDA is required. All family data, feedback, and internal tools must be handled securely and professionally
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