Associate Member Experience, French/English Bilingual

Hilton Grand Vacations

Bilingual Call Center Team Member providing vacation solutions for guests at Hilton Grand Vacations. Engaging with customers via multiple channels to enhance their vacation experience.

Posted 6/8/2026full-timeRemote • Nevada • 🇺🇸 United StatesJuniorMid-Level💰 $18 per hourWebsite

About the role

Key responsibilities & impact

Respond to inbound and outbound contacts in a multi-channel contact center customer service environment serving Owners and Members while efficiently identifying customers’ needs, clarifying complex information, researching member concerns, and problem-solving. Contacts can be initiated by phone calls, chats, and social media.
Responsible for problem solving, educating owners and members of the vacation ownership value, de-escalating challenging situations while providing solutions with empowerment tools provided.
Answer inbound contacts and inquiries aimed at educating our owners and members regarding all program options, benefits, and self-service opportunities to support lifetime satisfaction and engagement.
Service reservation requests through booking, modifying, cancelling, and presenting vacation alternatives when the customer’s original request is not available. Provide relevant information about the resorts, unit amenities, and travel information.
Generate interest in special services through upselling products such as cancellation protection and promotional opportunities available when applicable.
Maintain product understanding relating to financial aspects of ownership, such as maintenance fee payments, loan payments, payoffs, and Club assessments when applicable.
Learn and maintain comprehensive information expertise regarding vacation ownership rules, usage, resort/hotel, while utilizing numerous software applications during this process for applicable owners/members.
Interact with internal customers and maintain relationships with business support departments.
Maintains knowledge of and follows customer information and data security processes at all times.
Adhere to, meet, or exceed all performance metrics, KPI’s, and goals as defined by departmental leadership.
Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
Completes all required Company training/compliance courses assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Perform any reasonable request by management that supports the department’s mission and goals.

Requirements

What you’ll need

Reliable internet connection with a minimum of 300 MBPS is required, but a recommended 500 MBPS speed
6 months of professional customer service experience supporting complex products
Detail-oriented, self-motivated, and a problem solver.
Friendly and enthusiastic demeanor with a positive outlook.
Dedication to providing positive experiences for our Owners and Members.
Advanced computer literacy and skills demonstrating competency using multiple applications
Must be able to talk and type simultaneously.
Flexibility is required to include nights, weekends, and/or major holidays. Schedule assignment will be based on individual performance and business demand.
French/English bilingual
1+ years of professional customer service experience supporting complex products (preferred)
Timeshare, travel, contact center, or hotel front desk background (preferred)
Proficient in Microsoft Office, including Outlook, Word, and Excel (preferred)

Benefits

Comp & perks

Excellent health care options (medical, dental, and vision that encourage preventative care)
Paid Time Off (PTO) that allows for rest, relaxation or recuperation
All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
Our Go Hilton Team Member Travel Program offers up to 30 nights per year at our employee rate and 50% off at participating hotel-operated restaurants.
Employee Stock Purchase Plan become an owner in our company. Eligible team members can purchase HGV common stock at a discount
Daily Pay Option*

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceproblem solvingdetail-orientedadvanced computer literacybilingual (French/English)upsellingreservation managementdata securityKPI achievementmulti-channel communication

Soft Skills

self-motivatedfriendly demeanorenthusiasticpositive outlookdedication to customer experienceflexibilityteamworkleadershipownershipintegrity