Owner Reservations Sales Representative

Company Description

Westgate Resorts is the largest privately held timeshare company in the world, with 60+ resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Recognized by U.S. News & World Report as one of the Best Companies to Work For, we’re committed to creating a supportive, rewarding workplace where our 9,000 Team Members can grow and thrive. Since 1982, we’ve delivered unforgettable vacations through exceptional service, innovation, and community engagement. With the recent addition of VI Resorts by Westgate, our footprint now includes the Pacific Northwest, Hawaii, Canada, and Mexico. Join us and be part of a team that values passion, integrity, and excellence, where your work helps create memories that last a lifetime.

Job Description

WORK FROM HOME OPPORTUNITY AFTER 90 DAYS.

Earn $18.00/hr during training (Includes Base Pay + Weekly Bonus) and with pay differentials and performance incentives, most Specialists earn an average of $21.56 per hour once they are on the floor.   

Bring your enthusiasm, commitment to perform and passion for helping others; we will train you on the rest and provide continued coaching and support to ensure your success.

As an Owner Reservations Sales Representative, you will answer inbound owner calls, assist with booking, modifying, and canceling reservations, explain ownership benefits and usage rights, process exchange requests, review account information, and clearly explain reservation-related charges. It is important to understand this is a blended customer service and sales role. While providing a 5-star owner experience, you will also be expected to ask for the booking on eligible calls and recommend options that fit the owner’s travel plans, including room upgrades, additional nights, vacation packages, and Vacation Guard Travel Protection.  Success requires someone who enjoys helping people while also being comfortable selling, meeting performance expectations, handling and overcoming objections.

Important Details and Requirements to Know Before Applying

• Training Duration: 6 Weeks (4 Weeks Training + 2 Weeks Nesting)
• Training Schedule: Monday–Friday, 9:00 AM – 5:30 PM (Onsite in Ocoee, FL)
• Schedule After Training: 10:00AM – 6:30 PM, weekends required, with two days off during the week. This schedule differs from the training schedule. Please consider how these hours fit with your lifestyle, family responsibilities, and other commitments before applying.
• Work From Home Opportunity:
  • Eligible After 90 Days (Hybrid Schedule May Apply Based on Distance)
  • Work From Home Schedule is 11:30 AM – 8:00 PM
  • Weekends required; 2 days off during the week
  • After training, this role starts at $16/hr or $16.50/hr for bilingual Spanish-speaking agents, with additional shift differentials with an additional 10% evening differential and 15% weekend differential.

What You Will Do

• Answer and manage inbound calls from Westgate Resort owners.
• Assist owners with booking, modifying, and canceling reservations.
• Teach owners how their ownership works: usage rights, seasons, banking and borrowing, and account status. This is where your problem-solving skills will be leveraged.
• Process external exchange requests through a third-party partner and offer Vacation Guard Travel Protection on every eligible reservation and explain clearly what it does and does not cover.
• Ask for the booking on every eligible call, and offer upgrades, added nights, and packages that fit the owner’s plans.
•  Explain required charges ( developer exchange fees, housekeeping fees, and seasonal upgrade fees ) clearly and confidently, including those who dispute them.
• Hold to policy when an owner pushes back and know when to escalate rather than concede.
• Maintain accurate documentation and meet quality/performance expectations
• Use multiple systems and tools to support owners, including MR, Owner Console, Loyalty Console, Alvaria Dialer, Microsoft Teams and SharePoint.

Qualifications

The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

What You’ll Bring:

• High school diploma or GED required
• 2+ years of customer service experience preferred
• 1+ years of sales and call center experience is plus
• Ideal candidates have sales, collections, and/or front desk experience.
• Strong communication, listening, and multitasking skills
• Comfortable working in a fast-paced, metric-driven environment. Must be willing to ask an owner to book, offer owner paid add-ons, etc. We will train you on how to ask for the sale; you’ll just need to bring your drive and passion to do it.
• Must be able to work weekends and holidays as needed
• Must pass a background check and drug screening
• Bilingual English/Spanish is a HUGE plus (additional pay available!

Additional Information

Why Westgate?  

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents After 1 Year of Service
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

 

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. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.