Join Vacatia and Build the Next Generation of Hospitality and Ownership

Location: Central Florida Region

Compensation: $16/hr + Commission

Opportunities: Full-Time available

Vacatia is an innovative hospitality company reinventing the vacation rental and ownership experience across discovery, booking, and stay. We’re building the next generation of travel lifestyle products, blending technology, hospitality, and design to create smarter, more connected experiences for guests, owners, and partners.

The Customer Success Agent is responsible for delivering exceptional support to guests who have purchased vacation packages, ensuring a seamless and positive experience from the initial sale through arrival at their destination. This role serves as a key point of contact for customers, assisting with reservations, package upgrades, rebooking’s, payment processing, and general travel-related inquiries while maintaining a high standard of professionalism and service excellence.

Why You’ll Love Working at Vacatia

• Build the Future: Represent Vacatia on the front lines, introducing prospective guests to modern vacation experiences while expanding our reach across key markets.
• Impact That Matters: Directly fuel brand expansion by turning high quality customer interactions into qualified leads and closed package sales.
• Innovation at Scale: Utilize modern tablet technology and booking applications to capture customer data, manage sales, and process transactions on the fly.
• Autonomy and Ownership: Take complete ownership of your production, personalize your pitch, and manage objections to achieve your performance goals.
• Culture of Growth: Develop your professional skillset in a fast moving, supportive environment designed to reward initiative and promote career advancement.

Your Impact

• Respond to inbound customer inquiries regarding vacation package purchases, reservations, and travel details.
• Provide professional concierge-level service and support throughout the customer experience journey.
• Address customer concerns and resolve issues promptly while maintaining a positive and courteous demeanor.
• Assist customers with changes, rebooking’s, and travel modifications as needed.
• Assist customers with booking vacation certificates and explaining available travel options.
• Drive revenue by generating and providing quotes for package upgrades, additional nights, and travel modifications.
• Process vacation package and certificate upgrades accurately and efficiently.
• Issue confirmation emails, receipts, and payment confirmations to guests.
• Coordinate with the administrative department to ensure accurate billing and processing of upgrades or additional payments.
• Verify guest eligibility and confirm financial standing related to timeshare mortgage obligations and maintenance fees.
• Conduct follow-up calls to confirm guest attendance for scheduled timeshare presentations.
• Maintain accurate guest records and system documentation.
• Identify opportunities to upgrade guests into enhanced vacation packages, premium accommodations, destination upgrades, event participation, and other approved offerings.
• Present upgrade opportunities using approved sales, service, and communication techniques.
• Meet or exceed established upgrade conversion, upgrade revenue, and ancillary revenue goals.
• Educate guests on available upgrade options, package enhancements, and promotional opportunities.
• Process upgrade transactions accurately and ensure appropriate documentation within company systems.
• Coordinate with reservations, sales, and operations teams to fulfill upgraded reservations and guest requests.
• Track upgrade activity and maintain accurate records of revenue-generating transactions.
• Support departmental revenue initiatives designed to maximize guest value and organizational profitability.
• Assist with guest retention efforts designed to preserve reservation value and minimize cancellations.
• Maintain knowledge of approved products, packages, promotions, destinations, and upgrade opportunities.

What You Bring

• High school diploma or equivalent required.
• Previous customer service or call center experience preferred, ideally within hospitality, travel, tourism, or vacation ownership industries.
• Ability to effectively communicate with a wide variety of customers in a professional manner.
• Proficiency with Microsoft Office applications, including Word and Excel, preferred.
• Ability to learn and utilize internal company systems and programs.
  Strong interpersonal, organizational, and problem-solving skills with exceptional attention to detail.
• Bilingual communication skills are considered an asset.
  Ability to read, analyze, and explain vacation package documentation and pricing information.
• Ability to calculate package upgrades, pricing differences, and payment amounts accurately.
• Demonstrated professionalism, adaptability, and customer-focused mindset in a fast-paced environment.

Join Us

Join us at the start of something big. If you are ready to make your mark, grow professionally, and drive meaningful sales success, we would love to hear from you.