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**External- Hotel Exchange Support Advisor****Department: Travel Services****Status: Non-Exempt****Grade**:**Reports to: Cruise Supervisor****Duties and Responsibilities**- Consults with appropriate departments or individuals for problem resolution.- Resolves customer service issues at a supervisor authority level.- Performs transactions in the Timeshare dedicated software.- Provides information for Supervisor's questions related to all of Interval's websites.- Acts as a liaison between the consumer and internal departments that interact with the Hotel program.- Deliver service and support to end-users via the phone- Interact with customers to provide and process information in response to different hotel programs.- Research required information using available resources, and related systems- Follow standard processes and procedures, T&C and Q&A- Identify and escalate priority issues- Accurately process and record call transactions using a computer and designated tracking software- Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business- Organize ideas and communicate verbal messages appropriate to listeners and situations- Follow up and make scheduled call backs to customers where necessary- Training offered to stay current with system information, changes and updates- Interacts with others in a way that gives them confidence in one's intentions and those of the organization.- Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.- Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences- Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits- Performs other related duties as required**Knowledge, Abilities, and Skills**:- Hotel industry experience- Training for Timeshare Exchange and call center sales- Must be able to communicate effectively both in writing and orally.- Must be able to set priorities, manage time, and meet deadlines.- Must be detail oriented and possess excellent organizational skills.- Must possess excellent customer service skills.- Must possess the ability to create accurate, error-free work.- Must be able to work shifts and weekends.- Proper phone etiquette- Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict**Physical Requirements**:- Sitting, speaking on the telephone, looking at the PC monitor, and typing for extended periods of time