Member Retention Specialist

This role is ideal for experienced, motivated, ambitious individuals who excel in a high-energy, customer-focused environment and consistently deliver results. At Hilton Grand Vacations, our mission is simple: make someone’s day—every day. We create unforgettable experiences in an energetic, people-first environment where Team Members help guests explore the world, make memories, and spend more time together. Our success is driven by the passion, talent, and dedication of our Team Members—and we’re excited to welcome new talent to our retention team. WHY YOU’LL LOVE WORKING WITH US * Competitive Hourly Pay * Performance-Based Bonus Opportunities * Additional Incentives Based on Retention Performance * Best-in-Class Benefits (Starting Day 1) * Comprehensive medical, dental, and vision coverage * 401(k) with company match * 22 days of PTO in your first year (increasing to 27 days in year two) * Team Member Travel Program – stay at incredible properties worldwide starting at $40/night * Discounts, development opportunities, and career growth across the Hilton portfolio and so much more! RESPONSIBILITIES WHAT YOU’LL DO * Contact guests from an assigned cancellation list promptly and work on each opportunity to a documented outcome. * Listen to why the guest wants to cancel and engage with them to understand their concerns, travel interests, lifestyle, and vacation goals. * Present approved ownership alternatives and specific designated inventory solutions that better align with the guest’s needs and circumstances. * Deliver high-quality retention presentations in a professional, ethical, and customer-focused manner. * Follow HGV retention scripts, pricing rules, and compliance standards without exception * Apply Hilton Grand Vacations’ proven sales, retention, and customer service techniques and best practices. * Provide timely follow-up and ongoing communication to ensure satisfaction and build long-term loyalty. * Contribute to a positive, collaborative team culture rooted in HGV’s core values * Attend required weekly training on product, approved offers, objection handling, and member experience * Perform additional responsibilities as assigned by leadership   QUALIFICATIONS WHAT YOU’LL BRING * Minimum 1 year of sales and customer service experience with a proven track record. * Active Nevada Timeshare License or Nevada Real Estate License, or the ability to obtain one. * Previous sales, retention, member services, customer relations, or inbound sales experience in a similar hospitality, vacation ownership, luxury goods, or services industry is a plus. * Strong listening, communication, objection-handling, negotiation, and relationship-building skills. * Ability to work from an assigned list of cancellation opportunities and manage consistent follow-through. * Ability to resolve sophisticated customer service issues and adapt to changes in a fast-paced environment. * Ability to meet all compensation plan goals. * Flexibility to work a schedule including weekends and holidays. * Proficiency in English (reading/writing/speaking). * High School diploma or equivalent. EQUAL OPPORTUNITY AND ACCOMMODATION LANGUAGE We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.