Contact Center Administration Agent
About this role
POSITION DESCRIPTION:
The Admin Agent is responsible for providing administrative support to the Marketing Call Center by managing operational reports, monitoring work queues, maintaining accurate data, and completing assigned administrative tasks to support business operations. The position also provides outbound guest support for specific initiatives, including contacting guests who have missed scheduled tours, guests with delinquent Latitudes contracts or ownership payments, and guests impacted by operational changes such as hotel or tour moves. The Admin Agent partners with leadership and multiple departments to ensure timely follow-up, accurate reporting, and an exceptional guest experience.
ESSENTIAL DUTIES AND TASKS:
• Monitor and complete assigned operational reports and work queues within established service levels.
• Review, update, and maintain guest records across multiple systems to ensure data accuracy.
• Manage assigned administrative inboxes and process requests received from internal departments.
• Research and resolve reservations, ownership, and account discrepancies.
• Prepare reports, perform data validation, and assist with auditing activities.
• Provide administrative support for Marketing Operations, Reservations, and Compliance initiatives.
• Contact guests who have no-showed their scheduled tours to provide follow-up and assist with next steps.
• Contact guests who are delinquent on Latitudes contracts or ownership payments to discuss available options and encourage resolution.
• Conduct outbound calls for special projects as assigned, including guest communication regarding hotel relocations, tour moves, reservation changes, and other operational initiatives.
• Document all guest interactions accurately and completely in the appropriate systems.
• Assist leadership with special projects, data cleanup efforts, testing initiatives, and process improvements.
• Collaborate with internal departments to resolve guest and operational issues in a timely manner.
• Perform additional duties as assigned.
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
SUPERVISORY RESPONSIBILITIES
This position does not have supervisory responsibilities
EDUCATION and/or EXPERIENCE
• High School Diploma or GED equivalent
• Higher education encouraged
QUALIFICATIONS & REQUIREMENTS
• Minimum two years of call center, administrative support, or customer service experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational, analytical, and time-management skills.
• Ability to prioritize multiple tasks while meeting deadlines.
• Ability to research, interpret, and resolve complex issues using multiple systems.
• Proficient in Microsoft Office applications, including Excel and Outlook.
• Experience navigating multiple systems simultaneously while maintaining accuracy.
• Strong attention to detail and ability to maintain confidential information.
• Timeshare, hospitality, or reservations experience preferred.
• Ability to work a flexible schedule, including evenings and weekends, based on business needs.
PHYSICAL DEMANDS:
Must be able to stand, walk, sit, climb stairs, and talk for extended periods of time. Be able to lift 10 lbs.
WORKING CONDITIONS:
The Administration Agent will work in a call center environment with a constant buzz of conversation created by other agents and other telemarketing departments.
WORK SCHEDULE/HOURS
The incumbent in this position spends most of the time in an air-conditioned office. Incumbent must be flexible to adapt to immediate changing situations and environments based on staff and guests needs. Or in a virtual environment where it is the team members responsibility to ensure reliable internet connection.
Shift:.
- 12:30pm-9:00pm Off Thursday & Friday
Company at a glance
Grow with a Team That Creates Unforgettable Vacations -
Join one of our 24 resort teams across the U.S. and Mexico or explore opportunities at our Orlando corporate office or India Competency Center in Bengaluru. Wherever you work, you’ll be part of a team that cares about connection, supports your growth, and celebrates the difference you make every day.
Since 1982, our team has helped create memorable vacation experiences for owners and guests. But our story goes back even further—to 1952, when Kemmons Wilson founded the Holiday Inn® brand. Thirty years later, his vision continued with the opening of Orange Lake Resort in Kissimmee, Florida, now our flagship property.
In 2008, a strategic alliance between IHG® and Orange Lake Resorts led to the creation of the Holiday Inn Club Vacations® brand, marking a new chapter of growth, innovation and opportunity. Today, we’re focused on creating travel experiences that bring families closer together. Every role—from resort operations and sales to corporate and beyond— helps create experiences that feel easy, thoughtful, and centered around families.
And we’re still growing. As our resorts and offerings continue to expand, so do the opportunities to build a career with purpose. Here, you can go further, lead with courage, and help shape what’s next for Holiday Inn Club Vacations.
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