Supervisor CMS Support

The CMS Support Supervisor will perform and oversee a variety of technical and analytical support, tasks, and duties to assist the day-to day activities of the Marketing Departments. CMS Support Supervisor is responsible for supporting all marketing departments with daily functions such as computer troubleshooting, campaign setup/config/monitoring, booking dated packages, maintaining agents’ connectivity with the system, troubleshoot VDI Citrix issues, research tasks, and ensuring open lines of communication with all department leaders as well as protecting customer and company confidential information. Support strives to always provide the highest quality of service to our internal customers at the call center., * Perform, train and supervise the other CMS Support staff on the following including but not limited to:

• Run adhoc reports as needed for all sales departments.
• Be present on the floor at beginning of shift to make sure all agents receive calls and must troubleshoot and repair agents’ computers when they are having issues (frozen up, getting on computer, icons deleted, etc.)
• Credit Hilton Honors points in GEM
• Reply to all emails sent to support
• Log into phone queue for support.
• Run sql queries to complete manual dials, retrieve guest information from the database, and research issues on the floor.
• Ensure supervisors have the necessary tools to complete their daily tasks. Also ensure they are trained on the tools.
• Close all tickets each shift.
• Book dated packages and tours and check status of various leads to see they have been charged.
• Provide audio recordings to managers and assist with training new users to pull recordings as necessary.
• Ensure all sales departments can always receive or initiate calls through the system.
• Various research projects.
• Develop a general understanding of the sales and marketing
• Add numbers to the DNC list to be removed from dialer.
• Walk and train agents through setting up equipment at home.

Troubleshoot any audio and or connectivity issues with work from home agents.

Supportive Functions

• Perform any other reasonable request made by management.
• On time for all shifts, especially AM and Saturday shift due to opening procedures required
• Flexible work schedule- Shifts could include days, nights, weekends, and overnights as requested
• Extreme attention to detail since small mistakes may have large impact on guests and business
• Helpful and patient attitude when providing service and assistance to our internal customers

Supervisor Functions

• Communicate status of issues to call center leaders
• On call and after-hours support for escalation
• Add/Remove licenses.
• Audit Licenses.
• Configuration changes to campaigns
• Apply SOE filters.
• Run power mode for owner programs.
• Send out plus upload org charts.
• Monthly/weekly meeting planning.
• Monitor system.
• Assist Manager with special projects

Do you have experience in Customer communication?, Do you have a High school diploma or GED?, * Strong interpersonal/ communication skills with high level of management and client contact. Must be able to handle multiple projects with complete follow through with high level of effective decision making.

• GED or Highschool diploma
• 1-3 years of related experience

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount
• Vision insurance, * Recognition Programs and Rewards
• Excellent health care options, including medical, dental, and vision
• A people-first culture
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
• Perks at work: Employee Pricing platform
• Employee Assistance Program that supports your physical and mental well-being.
• Paid Vacation Time and Paid Sick Days
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• And more!

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits and is one of Newsweek’s “America’s Greatest Workplaces for Parents & Families.” Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

We offer an excellent benefit package to our full-time Team Members that include Day One medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and extraordinary travel benefits!