NCSA Job Post

Employees work in a hybrid mode
First 90 days on-site then fully remote
Full-time Property: 43203-WG Ocoee
Call Ctr Career Site Category: Call Center
Compensation: USD 18 - hourly

Company Description
Westgate Resorts is the largest privately held timeshare company in the world, with 60+ resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Recognized by U.S. News & World Report as one of the Best Companies to Work For, we're committed to creating a supportive, rewarding workplace where our 9,000 Team Members can grow and thrive. Since 1982, we've delivered unforgettable vacations through exceptional service, innovation, and community engagement. With the recent addition of VI Resorts by Westgate, our footprint now includes the Pacific Northwest, Hawaii, Canada, and Mexico. Join us and be part of a team that values passion, integrity, and excellence, where your work helps create memories that last a lifetime.

What You’ll Do

• Answer and manage inbound and outbound calls from Westgate Resort owners (approx. 75% inbound / 25% outbound)
• Assist owners with booking, modifying, and canceling reservations
• Educate owners on timeshare usage rights and account status
• Process external exchange requests through a third-party partner
• Offer and explain Vacation Guard Travel Protection
• Maintain accurate documentation and meet quality/performance expectations
• Use multiple systems and tools to support owners, including:
• MR, Owner Console, Loyalty Console, Alvaria Dialer, Microsoft Teams, SharePoint
• Call volume expectations:
  • 30–35 calls/day average
  • 40–50 calls/day during peak periods

Job Description
Join Westgate Resorts, Where Exceptional Service Meets Incredible Career Growth!
This role offers paid training, performance incentives, and long-term career growth with one of the nation’s largest hospitality companies.

Next Class Starts: May 14

• Training Duration: 6 Weeks (4 Weeks Training + 2 Weeks Nesting)
• Training Schedule: Monday–Friday, 9:00 AM – 5:30 PM (Onsite in Ocoee, FL)
• Work From Home Opportunity: Eligible After 90 Days (Hybrid Schedule May Apply Based on Distance) Work schedule from home is 11:30am - 8pm; weekends required; 2 days off during the week.
• Plus shift differentials with an additional 10% evening differential and 15% weekend differential.

Qualifications
What You’ll Bring

• High school diploma or GED required
• 2+ years of customer service experience preferred (Call center experience is a plus, especially in hospitality- Sales, collections, and front desk experience are also highly transferable!)
• Strong communication, listening, and multitasking skills
• Comfortable working in a fast-paced, metrics-driven environment
• Must be able to work weekends and holidays as needed
• Must pass a background check and drug screening
• Bilingual English/Spanish is a HUGE plus (additional pay available!)

Additionally, the person must possess and adhere to the following core values: 

• Integrity 
• Passion
• Work Ethic

Additional Information
Why You’ll Love It Here

• Comprehensive benefits (medical, dental, vision, PTO, 401K match)
• DailyPay: get paid when you need it
• Career growth & tuition assistance
• Employee discounts on resorts, restaurants, and more
• Inclusive culture & community involvement opportunities
• Remote flexibility after the 90-day onsite period

Why Westgate?  

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.

Application Instructions
Please complete our short online applications by clicking on link below. We look forward to reviewing your resume soon!
https://smrtr.io/yfZxn

Contact Information
After completing your application, feel free to send an email to Cindy Diaz, Sr. Recruiter at Westgate Resorts. @ Cindy.Diaz@westgateresorts.com.

Reports to: General Manager
FLSA Status: Non-exempt
Location: Dallas, TX (no relocation provided)

Our Purpose
Our purpose was founded in 2005 by pet lovers who couldn't find a suitable place to leave their pets during business trips. What started as a personal quest has grown into the ultimate boarding and daycare resort for dogs and cats. We pride ourselves on providing the highest level of service in the pet care industry. With 15 convenient locations in California, Texas, Illinois, and Colorado, Wag Hotels is the home-away-from-home for spoiled dogs and cats across the US. Wag Hotels provide uncompromising fun, safety, and comfort to pets, as well as, world-class convenience to their parents. Come join our pack!

Our Values

Our People: Passion in Action
We're passionate pet lovers—trained professionals dedicated to growing our careers with Wag Hotels.

Our Culture: Growth with Integrity
We're collaborative, inclusive and accountable. We stay curious, proactive, and committed to doing what's right. •

Our Clients: Relationships First
We build trust with pet parents through strong relationships, consistent services and experiences that enrich pets' lives. •

Guest Care: Excellence Every Time
We never compromise on safety, care, or cleanliness- operating with consistency to serve more guests and grow our people.

Position Overview
The Client Services Supervisor helps deliver an exceptional, hospitality-driven client experience that strengthens trust, grows revenue, and improves operational performance across the hotel.

This role focuses on front-of-house operations, client communications, lobby presence, and service recovery, while ensuring all team members uphold Wag's customer philosophy where every client and pet feels known, valued, and cared for.

Why this Role Matters
The Client Services Supervisor helps drive business impact by improving conversion rates, enhancing client retention, increasing adoption of value-add services (bathing, specialized care, enhancements), and ensuring efficient lobby flow that positively influences first impressions and overall client satisfaction.

Key Outcomes

• Elevated client satisfaction scores (NPS, Public Reviews, Sentiment tracking).
• Improved conversion rates for tours, daycare discovery, lapsed customer outreach and lobby-based upsells.
• Reduced guest concerns through proactive communication and service recovery.
• Strong CS team engagement with clear expectations, coaching, and accountability.
• Increased adoption of bathing, upgrades, add-ons, and seasonal offerings.

Core Responsibilities

Client Experience & Front-Desk Operations

• Maintain continuous lobby presence to ensure warm greetings, professional presentation, and high-touch client interaction.
• Oversee check-in, check-out, tours, and daily communication with pet parents.
• Ensure accurate guest intake, vaccination uploads, and documentation flow from front desk to back-of-house teams, and vice versa.

Team Leadership & Training

• Own the onboarding and training experience for all team members, ensuring structured, timely, and quality skill development.
• Deliver and reinforce training programs, going beyond the "how" to share the "why."
• Foster a culture of continuous learning through ongoing coaching, and real-time feedback, partnering with the General Manager when needed.
• An effective trainer and facilitator, including review of training materials and delivering content in both group and 1:1 settings.

Communication & Service Recovery

• When service lapses occur, treat them with empathy and clarity and follow all escalation protocols.
• Communicate proactively with clients regarding reservations, vaccination gaps, special care needs, or guest's stay concerns with their program, health, or behavior adjustments.

Sales & Revenue Enablement

• Help clients with program benefits, packages, upgrades, and add-ons.
• Cross-sell and upsell opportunities.
• Collaborate with bathers/grooming to align schedule with demand & availability.

Operational Execution

• Keep the front desk & lobby clean, organized and professional. • Help eliminate bottlenecks.
• Oversee front of house flow, billing issues, and guest profile accuracy.
• If reached out to outside scheduled hours, escalate all needs to General Manager.
• Responsibilities are to be only handled during your shift, i.e. from when you clock in for your shift, until you clock out for your shift.

What we are Looking For:

Required Qualifications

• Proficiency in front-of-house operating systems.
• Ability to interpret dashboards, KPIs, and operational reports.
• 2–4 years in client services, hospitality, or related fields.
• Experience in high-volume environments. • Strong communication and conflict-resolution skills, including comfortability with public speaking.
• Fluent in speaking, reading, and writing English. • Must obtain Pet First Aid/CPR within the first 90 days of employment, with renewals every 2 years (provided by Wag Hotels).
• Strong organizational and prioritization skills.
• Hospitality-driven mindset.
• Ownership mentality.
• Calm under pressure.
• Demonstrated ability to develop team members.
• Resourceful, solves problems before escalating issues.

Preferred Qualifications

• 1–2 years supervisory experience preferred.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times
• Must be able to commute to the office at a minimum of 4 days a week, with an optional work from home day once a week
• Ability to travel when needed
• Ability to be around dogs and cats for an extended period of time

Application Instructions: Send resume via email to danielle.croft@waghotels.com

Contact Information: danielle.croft@waghotels.com

Reports to: General Manager
FLSA Status: Non-exempt
Location: Denver, CO (no relocation provided)

Our Purpose
Our purpose was founded in 2005 by pet lovers who couldn't find a suitable place to leave their pets during business trips. What started as a personal quest has grown into the ultimate boarding and daycare resort for dogs and cats. We pride ourselves on providing the highest level of service in the pet care industry. With 15 convenient locations in California, Texas, Illinois, and Colorado, Wag Hotels is the home-away-from-home for spoiled dogs and cats across the US. Wag Hotels provide uncompromising fun, safety, and comfort to pets, as well as, world-class convenience to their parents. Come join our pack!

Our Values

Our People: Passion in Action
We're passionate pet lovers—trained professionals dedicated to growing our careers with Wag Hotels.

Our Culture: Growth with Integrity
We're collaborative, inclusive and accountable. We stay curious, proactive, and committed to doing what's right. •

Our Clients: Relationships First
We build trust with pet parents through strong relationships, consistent services and experiences that enrich pets' lives. •

Guest Care: Excellence Every Time
We never compromise on safety, care, or cleanliness- operating with consistency to serve more guests and grow our people.

Position Overview
The Client Services Supervisor helps deliver an exceptional, hospitality-driven client experience that strengthens trust, grows revenue, and improves operational performance across the hotel.

This role focuses on front-of-house operations, client communications, lobby presence, and service recovery, while ensuring all team members uphold Wag's customer philosophy where every client and pet feels known, valued, and cared for.

Why this Role Matters
The Client Services Supervisor helps drive business impact by improving conversion rates, enhancing client retention, increasing adoption of value-add services (bathing, specialized care, enhancements), and ensuring efficient lobby flow that positively influences first impressions and overall client satisfaction.

Key Outcomes

• Elevated client satisfaction scores (NPS, Public Reviews, Sentiment tracking).
• Improved conversion rates for tours, daycare discovery, lapsed customer outreach and lobby-based upsells.
• Reduced guest concerns through proactive communication and service recovery.
• Strong CS team engagement with clear expectations, coaching, and accountability.
• Increased adoption of bathing, upgrades, add-ons, and seasonal offerings.

Core Responsibilities

Client Experience & Front-Desk Operations

• Maintain continuous lobby presence to ensure warm greetings, professional presentation, and high-touch client interaction.
• Oversee check-in, check-out, tours, and daily communication with pet parents.
• Ensure accurate guest intake, vaccination uploads, and documentation flow from front desk to back-of-house teams, and vice versa.

Team Leadership & Training

• Own the onboarding and training experience for all team members, ensuring structured, timely, and quality skill development.
• Deliver and reinforce training programs, going beyond the "how" to share the "why."
• Foster a culture of continuous learning through ongoing coaching, and real-time feedback, partnering with the General Manager when needed.
• An effective trainer and facilitator, including review of training materials and delivering content in both group and 1:1 settings.

Communication & Service Recovery

• When service lapses occur, treat them with empathy and clarity and follow all escalation protocols.
• Communicate proactively with clients regarding reservations, vaccination gaps, special care needs, or guest's stay concerns with their program, health, or behavior adjustments.

Sales & Revenue Enablement

• Help clients with program benefits, packages, upgrades, and add-ons.
• Cross-sell and upsell opportunities.
• Collaborate with bathers/grooming to align schedule with demand & availability.

Operational Execution

• Keep the front desk & lobby clean, organized and professional. • Help eliminate bottlenecks.
• Oversee front of house flow, billing issues, and guest profile accuracy.
• If reached out to outside scheduled hours, escalate all needs to General Manager.
• Responsibilities are to be only handled during your shift, i.e. from when you clock in for your shift, until you clock out for your shift.

What we are Looking For:

Required Qualifications

• Proficiency in front-of-house operating systems.
• Ability to interpret dashboards, KPIs, and operational reports.
• 2–4 years in client services, hospitality, or related fields.
• Experience in high-volume environments. • Strong communication and conflict-resolution skills, including comfortability with public speaking.
• Fluent in speaking, reading, and writing English. • Must obtain Pet First Aid/CPR within the first 90 days of employment, with renewals every 2 years (provided by Wag Hotels).
• Strong organizational and prioritization skills.
• Hospitality-driven mindset.
• Ownership mentality.
• Calm under pressure.
• Demonstrated ability to develop team members.
• Resourceful, solves problems before escalating issues.

Preferred Qualifications

• 1–2 years supervisory experience preferred.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times
• Must be able to commute to the office at a minimum of 4 days a week, with an optional work from home day once a week
• Ability to travel when needed
• Ability to be around dogs and cats for an extended period of time

Application Instructions: Send resume via email to danielle.croft@waghotels.com

Contact Information: danielle.croft@waghotels.com