Customer Service Representative - Call Center job at Westgate Resorts in FL
Title: Customer Service Representative - Call Center Location: FL United States Full-time Property: 43203-WG Ocoee Call Ctr Career Site Category: Call Center Compensation: USD 16 - USD 18 - hourly Job Description: Company Description Westgate Resorts is a world leader in the timeshare and hospitality industry. Pay & Benefits Starting Pay: $16.00/hour + performance-based commissions Bilingual Pay: $16.50/hour for Spanish-speaking candidates (after training & QA approval) Shift Differential: +15% for Sat-Sun, +10% for Mon-Fri after 5 PM 90-Day Review: Eligible increase to $17.00/hour 6-Month + Performance Review: Eligible increase to $18.00/hour Daily Pay Benefit: Access your pay when you need it - no waiting for payday! Paid Training, Supportive Leadership, Career Advancement & Development Opportunities Training: 3 weeks in-office (Monday-Friday, 9:00 AM-5:30 PM) Includes reverse shadowing and nesting for up to 2 additional week. No time off permitted during training Post-Training Schedule: 10:00 AM-6:30 PM with split days off (one weekday & one weekend day) Not accepting out of state candidates due to onsite training first 90 days. Must be based in FL and able to commute to the Ocoee, FL office for formal training prior to transitioning to working remotely from home. Job Description As a Customer Service Representative in our Owner Call Center, you'll be the voice of Westgate Resorts for our Owners, assisting them with questions, researching their accounts, and ensuring each interaction meets our 5-Star service standard. This is not a sales role. You'll focus on resolving inquiries with empathy, accuracy, and efficiency - helping Owners understand their accounts, make payments, and access the vacation experiences they love. What you'll do as a Customer Service Representative: Handle 30-50 inbound calls per day from Owners with questions about payments, usage, rates, and agreements. Research and resolve issues accurately using internal systems Provide clear, professional communication and deliver excellent service on every call. Transfer reservation-related inquiries to the appropriate department. Maintain productivity and accuracy standards during peak and standard call volumes. Document all interactions clearly and efficiently within system notes. Qualifications High school diploma or general education (GED) required 3+ years of call center, hospitality, sales, collections, or front-desk experience preferred Excellent communication, listening, and multitasking skills Demonstrated problem-solving ability and attention to detail Typing speed: minimum 35 WPM preferred Proficiency in Microsoft Office, Teams, and CRM or call-tracking systems Positive attitude, strong work ethic, and passion for customer satisfaction Must successfully pass a background check and drug screening Bilingual (English/Spanish) preferred Additional Information Why Westgate? Comprehensive health benefits - medical, dental and vision Paid Time Off (PTO) - vacation, sick, and personal Paid Holidays 401K with generous company match Get access to your pay as you need it with our Daily Pay benefit Family benefits including pregnancy, and parental leave and adoption assistance Wellness Programs Flexible Spending Accounts Tuition Assistance Military Leave Employee Assistance Program (EAP) Life, Disability, Accident, Critical Illness & Hospital Insurance Pet Insurance Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) Advancement & development opportunities Community Involvement Programs Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. Apply tot his job