Diamond Resorts International®, with global headquarters in Las Vegas, Nev., is one of the largest vacation ownership companies in the world with nearly 150 branded and affiliated resorts and nearly 23,000 guest beds in 17 countries with destinations throughout the continental United States and Hawaii, Canada, Mexico, the Caribbean, Europe and Asia. Offering simplicity, choice and comfort to more than 380,000 owners and members through the branded hospitality service of more than 5,500 team members worldwide, Diamond Resorts International® is dedicated to providing its guests with effortless and relaxing vacation experiences every time, for a lifetime.

Platinum Concierge Agent Level 1

To provide a superior level of service to Platinum Elite members of THE Club® while maintaining a professional, diplomatic and ethical representation of Diamond Resorts International®.   Makes every possible effort to provide the easiest vacation experience for every guest.  This position serves as the point-of-contact for all servicing requests made by Platinum members and will both handle inbound and outbound contact.  Additionally, provide support to less experienced agents as to the best manner to resolve queries.

Handles inbound and outbound contact from Platinum Elite members of THE Club® that may consist of calls, emails, letters, web chat or face-to-face meetings if necessary.  During the course of these contacts, performs numerous functions including, but not limited to: booking/modifying/cancelling reservations and exchanges; processing payments; educating on benefits of being a Platinum member of THE Club®; providing information as related to their account; researching and resolving issues and answering questions. 

The Platinum Agent Level 2 is a support tool for the Platinum Agent Level 1 and is expected to assist in providing support in resolving queries for less experienced peers.

The Platinum Concierge team is staffed 7 days a week, 24 hours a day.  Shift patterns will be accomplished through a shift bid process monthly, thus must be available to work any assigned shift as hours are based on business need. Overtime and public holidays may be required to be worked.

Complete documentation of contacts so that management can be provided with detailed reporting as requested on an individual and overall level.

    • 1-2 years inbound Call Center experience
    • Some college required, bachelor’s degree preferred
    • Good negotiation and problem solving skills required
    • Timeshare and financial servicing knowledge preferred
    • Detail oriented ability to multi-task and work under minimum direction and supervision
    • Strong business writing skills required

    • Ability to function under high pressure in a fast paced environment
    • Move around facility to communicate and interact with others
    • Operate a keyboard and computer effectively
    • Operate common office equipment such as a phone, copies, printer and fax
    • Reach materials with arms
    • Use hands and fingers to sift through correspondence
    • Speak and hear to communicate with other
    • Ability to converse by telephone to both internal and external customers