September 18, 2024

Beekman Group

Port Shepstone

Member Onboarding Coordinator

The Member Onboarding Coordinator is responsible for ensuring a smooth and seamless onboarding experience for new clients who have purchased into one of our timeshare portfolios, being new, upgrade or a transfer/s. The role includes conducting welcome calls, educating members on the benefits and processes related to their purchase, and resolving or escalating any sales-related concerns. The coordinator acts as the primary point of contact for new clients, ensuring they feel supported and informed throughout the onboarding process.

Key Responsibilities:

Conduct welcome calls with new members, providing a warm introduction to the company, portfolio, and services that they have purchased into THC, BMP, BLP or Transfer.
Explain the features, benefits, and usage of their timeshare purchase, addressing any questions the member may have.
Guide new members through ownership purchase.
Offer information of our booking platforms, how to access benefits, and maximize value from their timeshare.
Assist members in understanding the booking processes, exchange programs, or any other perks associated with their portfolio.
Troubleshoot any immediate issues or concerns that may arise during onboarding, ensuring the member’s experience is positive.
Identify and address any sales-related complaints or concerns that members might have regarding their purchase.
Escalate any persistent issues or significant complaints to the appropriate departments.
Monitor and track common concerns, providing feedback for future improvements.
Collaboration with Sales and Member Services Teams.
Ensure that accurate and up-to-date information a has been captured for each contract processed.
Coordinate with the member services team to ensure any onboarding issues are properly handled and resolved in a timely manner.
Conduct follow-up calls or emails post-onboarding to ensure members are satisfied with the process and understand their membership fully.
Collect feedback from new members to continuously improve the onboarding process.
Maintain regular contact with members during their initial months to ensure they are actively engaged with their membership.

Position requirements:

2+ years of experience in customer service, client relations, or sales support, preferably in the timeshare or hospitality industry.
Experience with onboarding processes or customer training is a plus.
Excellent verbal and written communication skills.
Ability to explain complex information in a clear, concise, and friendly manner.
Strong problem-solving skills with the ability to manage and resolve customer concerns effectively.
Detail-oriented with the ability to anticipate potential issues before they arise.
Ability to work effectively in a team, collaborating with the sales, Member Services and legal departments as needed.
Competency in Microsoft Office Suite (Word, Excel, Power Point) and customer service tools.

Only short-listed candidates will be contacted.

Ref # 15/09