Specialist CMS Support

Here’s why you will love it here: 

• Recognition Programs and Rewards 
• Excellent health care options, including medical, dental, and vision 
• A people-first culture 
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide. 
• Perks at work: Employee Pricing platform 
• Employee Assistance Program that supports your physical and mental well-being. 
• Paid Vacation Time and Paid Sick Days 
• 401(k) program with company match 
• Tuition reimbursement programs 
• Numerous learning and advancement opportunities 
• And more! 

Essential Functions 

• Perform, train and supervise the other CMS Support staff on the following 

including but not limited to: 

• Run adhoc reports as needed for all sales departments. 
• Be present on the floor at beginning of shift to make sure all agents receive calls and 

must troubleshoot and repair agents’ computers when they are having issues 

(frozen up, getting on computer, icons deleted, etc.) 

• Credit Hilton Honors points in GEM 
• Reply to all emails sent to support 
• Log into phone queue for support. 
• Run sql queries to complete manual dials, retrieve guest information from the 

database, and research issues on the floor. 

• Ensure supervisors have the necessary tools to complete their daily tasks. Also 

ensure they are trained on the tools. 

• Close all tickets each shift. 
• Book dated packages and tours and check status of various leads to see they have 

been charged. 

• Provide audio recordings to managers and assist with training of new users to pull 

recordings as necessary. 

• Ensure all sales departments can always receive or initiate calls through the 

system. 

• Various research projects. 
• Develop a general understanding of the sales and marketing
• Add numbers to the DNC list to be removed from dialer. 
• Walk and train agents through setting up equipment at home. 
• Troubleshoot any audio and or connectivity issues with work from home agents. 

Supportive Functions 

• Perform any other reasonable request made by management. 
• On time for all shifts, especially AM and Saturday shift due to opening procedures 

required 

• Flexible work schedule- Shifts could include days, nights, weekends, and over

nights as requested 

• Extreme attention to detail since small mistakes may have large impact to guests 

and business 

• Helpful and patient attitude when providing service and assistance to our internal 

customers 

At Hilton Grand Vacations, you will become a part of a culture that encourages and 

motivates you toward achieving your goals. 

Here’s why you will love it here: 

• Recognition Programs and Rewards 
• Excellent health care options, including medical, dental, and vision 
• A people-first culture 
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide. 
• Perks at work: Employee Pricing platform 
• Employee Assistance Program that supports your physical and mental well-being. 
• Paid Vacation Time and Paid Sick Days 
• 401(k) program with company match 
• Tuition reimbursement programs 
• Numerous learning and advancement opportunities 
• And more! 

Responsibilities

What Will I be Doing? 

The CMS Support Specialist will perform a variety of technical and analytical support, 

tasks, and duties to assist the day-to-day activities of the Marketing Departments. Support 

Specialists are responsible for supporting all marketing departments with daily functions 

such as computer troubleshooting, campaign setups, booking dated packages, 

maintaining agents’ connectivity with the system, troubleshooting VDI Citrix issues, 

research tasks, and ensuring open lines of communication with all departments leaders as 

well as protecting customer and company confidential information. Support strives to 

always provide the highest quality of service to our internal customers at the call center. 

You are responsible for driving company success through performing the following tasks to 

the highest standards: 

• Run adhoc reports as needed for all sales departments. 
• Be present on the floor at the beginning of the shift to make sure all agents receive 

calls and troubleshoot and repair agents’ computers when they are having issues 

(frozen up, getting on the computer, icons deleted, etc.) 

• Credit Hilton Honors point in GEM 
• Reply to all emails sent to support 
• Log into the phone queue for support. 
• Run SQL queries to complete manual dials, retrieve guest information from the 

database, and research issues on the floor. 

• Ensure supervisors have the necessary tools to complete their daily tasks. Also 

ensure they are trained on the tools. 

• Close all tickets each shift. 
• Book dated packages and tours and check status of various leads to see they have 

been charged. 

• Provide audio recordings to managers and assist with training of new users to pull 

recordings as necessary. 

• Ensure all sales departments can always receive or initiate calls through the 

system. 

• Various research projects. 
• Develop a general understanding of the sales and marketing
• Add numbers to the DNC list to be removed from the dialer.
• Walk and train agents through setting up equipment at home. 
• Troubleshoot any audio and or connectivity issues with work from home agents. 
• Perform any other reasonable request made by management. 
• On time for all shifts, especially AM and Saturday shifts due to opening procedures 

required 

• Flexible work schedule- Shifts could include days, nights, weekends, and over

nights as requested 

• Extreme attention to detail since small mistakes may have a large impact on guests 

and business 

• Effective and patient attitude when providing service and assistance to our internal 

customers 

What Are We Looking For: 

To fulfill this role optimally, you must possess the following minimum qualifications and 

experience: 

• Strong interpersonal/communication skills with 
• High level of management and client contact. 
• Must be able to handle multiple projects with complete follow-through 
• Effective decision-making skills 
• High school Diploma or GED 
• 1-3 years related experience 

HGV was awarded four out of five stars for fostering a culture of work-life balance and 

family-friendly benefits, and is one of Newsweek’s “America’s Greatest Workplaces for 

Parents & Families.” Over the past 30 years, the highest honor we’ve received is the 

continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for 

the remarkable work of our dedicated Team Members throughout our resorts, call centers 

and corporate offices. 

*Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject 

to collective bargaining agreement. 

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 accommodation to participate 

in the job application or interview process, to perform crucial job functions, and to receive 

other benefits and privileges of employment. Please contact us to request 

accommodation.