Customer Service Call Center Team Member

Company Description

Starting Pay: $16/ hour + shift & language differentials as well as opportunities for hourly increases within first year!

Fully On-Site for 1st 90 days and then hybrid/remote role.

• Spanish Bilingual Differential: +$0.50/hour (after training & QA approval)

• 90-Day Review: Eligible increase to $17.00/hour

• 6-Month + Performance Review: Eligible increase to $18.00/hour

• Incentives: Shift differentials (15% Sat–Sun, 10% after 5 PM Mon–Fri)

• Additional Perks: Commission and bonus opportunities based on performance

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About Westgate Resorts
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

Job Description

As a Customer Service Team Member in our Owner Call Center, you’ll be the voice of Westgate Resorts for our Owners — assisting them with questions, researching their accounts, and ensuring each interaction meets our 5-Star service standard.

This is not a sales role. You’ll focus on resolving inquiries with empathy, accuracy, and efficiency — helping Owners understand their accounts, make payments, and access the vacation experiences they love.

What You’ll Do

• Handle 30–50 inbound calls per day from Owners with questions about payments, usage, rates, and agreements.

• Research and resolve issues accurately using internal systems (MR, Owner Console, Loyalty Console, 5:9 Dialer — transitioning to Alvera).

• Provide clear, professional communication and deliver excellent service on every call.

• Transfer reservation-related inquiries to the appropriate department (Owner Services).

• Maintain productivity and accuracy standards during peak and standard call volumes.

• Document all interactions clearly and efficiently within system notes.

Training & Schedule

• Start Date: December 4, 2025

• Training: 3 weeks in-office (Monday–Friday, 9:00 AM–5:30 PM)

  • Includes reverse shadowing and nesting for up to 2 additional weeks

  • No time off permitted during training

• Post-Training Schedule: 10:00 AM–6:30 PM with split days off (one weekday & one weekend day)

• Mandatory Overtime: 4–8 hours per week during peak season (late October–early January)

After 90 days, team members who meet performance, attendance, and technical requirements may transition to remote work.

Qualifications

• 3+ years of call center, hospitality, sales, collections, or front-desk experience preferred

• Strong verbal and written communication skills

• Demonstrated problem-solving ability and attention to detail

• Typing speed: minimum 35 WPM preferred

• Proficiency in Microsoft Office, Teams, and CRM or call-tracking systems

• Reliable internet, power, and quiet workspace (for remote eligibility)

• Bilingual in Spanish/English preferred

Additional Information

Why Westgate?

• 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

Westgate Resorts is an Equal Employment Opportunity employer. All qualified appli