Travel + Leisure Co.
Owner Engagement Specialist
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We Put the World on Vacation
Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.
We are seeking an experienced and customer-focused Owner Engagement Specialist to join our Customer Care team.
This is not a traditional customer service role. We're looking for a relationship builder, problem solver, and retention specialist who can confidently engage with owners considering selling their Club Wyndham South Pacific ownership. Through education, consultative conversations, and personalized solutions, you'll help owners rediscover the value of their membership while delivering outstanding customer experiences.
Ideal for experienced customer service professionals, team leaders, retention specialists, complaints resolution experts, or account managers, this role requires strong emotional intelligence, resilience, and the ability to influence positive outcomes through meaningful conversations.
How You'll Shine
As an Owner Engagement Specialist, you will:
- Manage and support owners who are considering selling their Club Wyndham South Pacific ownership.
- Build trusted relationships with owners through proactive engagement and personalized service.
- Educate owners on the benefits of their ownership and help them maximize the value of their membership.
- Use effective retention and re-engagement strategies to address concerns, overcome objections, and deliver positive outcomes.
- Take ownership of escalated cases and provide first-contact resolution for complaints and negative experiences.
- Manage customer cases within internal systems, ensuring accurate documentation and timely follow-up.
- Collaborate with cross-functional teams to deliver seamless support and fast resolutions for owners.
- Identify trends and insights that contribute to continuous improvement and enhanced owner retention strategies.
- Contribute to achieving customer retention and engagement targets while maintaining exceptional service standards.
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What You'll Bring
To succeed in this role, you'll be someone who genuinely enjoys helping customers and is skilled at turning challenging situations into positive experiences.
We're looking for candidates with:
- Previous experience in a senior customer service, retention, escalations, account management, or team leader role within a contact centre environment.
- Experience managing complaints, conflict resolution, and complex customer conversations.
- Strong negotiation, objection handling, and relationship-building skills.
- Exceptional verbal and written communication skills with a professional and empathetic approach.
- The ability to build rapport quickly and influence positive customer outcomes.
- A high level of attention to detail and commitment to accuracy.
- The ability to work independently, make sound decisions, and manage competing priorities.
- Knowledge of Club Wyndham South Pacific products, ownership guidelines, exchange programs, and industry regulations will be highly regarded.
- Intermediate Microsoft Office skills and the ability to learn new systems quickly.
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Why You'll Love It Here
At Travel + Leisure Co., you'll be part of a company that values Hospitality, Engagement, Accountability, Respect, and Teamwork. You'll have the opportunity to make a genuine impact on customer experiences while working alongside passionate professionals who are dedicated to helping owners create lasting vacation memories.
If you're a service-driven professional who excels at building relationships, resolving complex issues, and creating positive customer outcomes, we'd love to hear from you.
Where Memories Start with You
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.
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