Edward Cosper

Case Specialists provide exceptional and timely service by supporting Customer Service Representatives via incoming phone calls or cases as they answer questions, address complaints, and provide support for RCI members, non-members, ARN customers, RCI Guides, travel and cruise vendors, suppliers, and hotel employees by helping overcome obstacles and offering guidance. They assist in on-the-spot (OTS)/check-in concerns, work case exceptions, answer questions, and take over escalated calls, including 7Across members.

Case Specialists also communicate and transact with customers worldwide via emails, and chat conversations regarding both new and existing hotel, car, and activity reservations. This includes answering questions, helping with modifications, and resolving issues that customers experience during or after their travel stays (i.e., wrong room type, check in issue, etc.), finding a solution that makes their travel a positive and memorable experience, as well as encourages repeat business.

Level of Decision-Making Authority

· Representative is empowered to make decisions on compensation for problem resolution, as they may handle highly sensitive situations

· Requires complex levels of thinking to assess members needs and service members with multiple and complex products and systems

Knowledge and Skills

· Excellent verbal and written communication

· Exceptional customer service and empathy

· Strong time management and organizational skills

· Sound problem solving and decision making capability

· Ability to prioritize workload based on urgency

· Demonstrate ability to work under pressure

· Ability to collaborate and support a diverse