The posting
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
The Correspondence Team Member is responsible for managing and responding to written consumer communications, including complaints, inquiries, and requests for information. This role supports the company’s commitment to customer satisfaction while ensuring compliance with applicable legal and regulatory requirements.
Team members research and investigate incoming complaints related to company products and services, identify appropriate resolutions, and provide clear, professional written responses. By effectively addressing customer concerns, the Correspondence Team helps mitigate risk, prevent potential claims, and maintain high standards of customer service.
What You Will Do:
- Review, research, and respond to written consumer complaints and inquiries in a timely and professional manner.
- Utilize company resources effectively to verify information and ensure accuracy and completeness of correspondence.
- Investigate customer concerns related to company products, services, and experiences.
- Prepare clear, accurate, and compliant written responses to customers.
- Ensure all correspondence aligns with applicable legal, regulatory, and company policies.
- Collaborate with internal departments to gather necessary information and resolve issues.
- Maintain accurate documentation and records of customer communications and case resolutions.
- Assist with general information requests and administrative tasks as required.
- Identify patterns or trends in complaints and escalate issues when appropriate.
- Collaborate closely with the Compliance Team on the review and resolution of complaints.
- Perform additional duties, projects, or tasks as assigned by Management.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
What You Will Bring:
- Proficiency in MS Word, Excel, and Outlook
- Exceptional communication skills
- Fluency in English. Bilingual a plus - Spanish and/or Portuguese; reading, writing, and speaking
- Customer service experience – One year required
- Timeshare experience preferred
- Quality Assurance experience preferred
- High school diploma or General Education Degree (GED) required.
- Associate or Bachelor’s degree in English, Communications, or related field preferred
- Adobe Acrobat knowledge is a plus.
- Strong written and verbal communication skills
- Excellent problem-solving and analytical abilities
- High attention to detail and accuracy
- Ability to manage multiple cases and prioritize tasks effectively
- Professional judgment and ability to handle sensitive or complex customer concerns
- Strong organizational and time-management skills
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
- David A. Siegel Legacy Scholarship – One scholarship of up to $40,000 is awarded each year to one eligible dependent of a current Team Member.
- 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 [email protected] 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.
