Customer Care Supervisor

Hilton Grand Vacations

Hilton Customer Care Supervisor leading call center teams and guest service operations. Coaching representatives, handling escalations, and driving monthly performance goals.

Posted 8/21/2026full-timeLas Vegas • Nevada • 🇺🇸 United StatesJunior💰 $52,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and supervisory skills in managing a Customer Care Department, focusing on team development, performance tracking, and customer satisfaction. Proficient in implementing strategies to enhance departmental efficiency and ensure compliance with policies and guidelines.

Highest-signal resume keywords

Supervisory ExperienceCustomer Service ManagementTeam Training and DevelopmentPerformance MonitoringMultitasking in Fast-Paced Environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementRevenue ManagementGoal TrackingAdministrative WorkPolicy Implementation

Soft Skills

CoachingMotivationPositive DemeanorCommunicationConflict Resolution

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Customer CareDepartment SupervisionGuest SatisfactionEscalated Requests HandlingConfidential Information Security

About the role

Key responsibilities & impact

Supervise all aspects of the Customer Care Department
Coach, train, monitor answer percentage, and implement department policies and guidelines
Manage the Customer Care Team to increase departmental efficiency and ensure outstanding customer service
Assist Customer Care Representatives with day-to-day activities and provide guidance and motivation
Train, track daily production and attendance, coach, and performance-develop the team according to production standards
Handle escalated requests via written correspondence or phone
Take over escalated guest calls to resolve issues and provide guest satisfaction
Understand monthly goals and track progress throughout the month
Manage revenue by ensuring accurate fees are charged consistently, including upgrades, 45-day and change fees, holiday charges, and extra-night charges
Maintain and update individual team-member side files
Supervise and provide feedback on customer care representatives' phone calls
Assist other departments and fill in as Supervisor on Duty when needed
Assist with team payroll, missed-push performance management, and pay corrections
Create monthly strategies for individual teams and the overall team to accomplish monthly goals
Handle team administrative work in a timely manner
Ensure privacy and security of confidential guest information
Maintain a positive and motivated demeanor when interacting with guests, coworkers, and managers

Requirements

What you’ll need

High School Diploma or GED
Able to work a flexible schedule
Minimum of one (1) or more years of supervisory experience required
Ability to work in a fast-paced environment while being able to multitask

Benefits

Comp & perks

Day 1 Benefit Eligibility
Driven base pay
Recognition Programs and Rewards
Discounted Hilton hotel rates worldwide
Up to 30 nights per year at the employee rate through the Go Hilton Team Member Travel Program
50% off at participating hotel-operated restaurants
401(k) program with company match
Paid Sick Days
Employee stock purchase program
Tuition reimbursement programs
Numerous learning and advancement opportunities