Rental Reservations Agent
Westgate Resorts is the largest privately held timeshare company in the world, committed to creating a supportive workplace. The Rental Reservations Agent will handle inbound calls from guests regarding reservations and provide exceptional customer service while navigating multiple systems.
Responsibilities
- Handle 40–50 inbound calls per day from guests regarding booking reservations, general questions, payments, and reservation updates
- Provide accurate information on availability, locations, policies, promotions to book or service reservations
- Navigate multiple systems simultaneously including Rental Console, LMS, SAMS, Loyalty Console, Alveria Dialer, Teams, and SharePoint
- Deliver exceptional customer service and resolve guests concerns with professionalism
- Achieve performance benchmarks across QA, Revenue, call handling, system accuracy, and productivity metrics
- Participate in Gate Assessments during training with an 80% passing requirement
- Maintain excellent written notes and system documentation
- Meet all attendance, punctuality, and schedule requirements, including first‑90‑day restrictions
Skills
- High School Diploma or equivalent required
- Strong verbal and written communication skills
- Fast and accurate typing; ability to work across multiple screens and software programs
- Strong problem solver with a customer-first mindset
- Must be able to commit to no time off during the first 90 days
- Ability to sit for extended periods and occasionally lift up to 15 pounds
- 4–6 months of sales, customer service, call center, or related hospitality experience preferred
- Bilingual Spanish is a major plus (eligible for $0.50/hr bilingual differential after QA approval)
- Previous work-from-home experience preferred
Benefits
- 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
Company Overview