Job Description
Job Description
WHO WE ARE
Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor. From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia – Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.
An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true. What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company’s exceptional customer service and dedication to our owners and guests.
As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal: providing our owners and guests with the most extraordinary vacation experience possible.
Click here to meet the Spinnaker Family! Testimonials from team members from various locations and roles. Could you see yourself joining our team?
JOB DESCRIPTION SUMMARY:
The Customer Service Administrator is responsible for the administrative processing and auditing of deals booked through activations, as well as guest follow-up when accommodations are not available. This role is highly detail-oriented and focuses on accuracy, compliance, documentation, and proactive communication to ensure activation bookings are handled correctly, and guest expectations are managed appropriately.
RESPONSIBILITIES:
Administrative Processing
- Enter and process deals booked through activations into company systems
- Verify customer information, pricing, promotions, and booking details
- Ensure all required documentation is complete and properly recorded
- Maintain organized and accurate records for all activation deals
Auditing & Compliance
- Audit activation deals for accuracy, eligibility, and policy compliance
- Identify discrepancies, errors, or missing information
- correct issues or route them to the appropriate department for resolution
- Track audit findings and report recurring issues or trends to leadership
- Ensure activation deals meet internal guidelines prior to conversion or fulfillment
Guest Follow-Up & Communication
- Contact guests when accommodations are not available for their requested dates or location
- Clearly explain available options, alternatives, or next steps
- Document all guest communications and outcomes accurately in the system
- Coordinate with internal teams to resolve availability issues in a timely manner
- Ensure guest concerns are handled professionally and consistently with company standards
Reporting & Tracking
- Maintain audit logs, tracking sheets, and administrative reports
- Update deal statuses, notes, and follow-up actions in real time
- Assist management with daily, weekly, and monthly reporting related to activations
Internal Support
- Communicate with activations, sales, verification, and customer service teams as needed
- Support process improvements related to deal entry, auditing, and availability handling
- Perform additional administrative duties as assigned
Required Skills & Qualifications
- High school diploma or equivalent
- 1–3 years of administrative or call center experience
- Strong attention to detail and accuracy
- Ability to manage high volumes of data and repetitive tasks
- Professional and confident phone communication skills
- Excellent organizational and time-management skills
- Proficiency with computer systems, databases, and spreadsheets
- Ability to work independently with minimal supervision
Preferred Qualifications
- Experience with activation bookings or promotional sales
- Prior auditing, quality control, or compliance experience
- Experience in timeshare, resort, or vacation ownership environments
- Familiarity with CRM or contract management systems
Work Environment
- Office or call center environment
- Fast paced with daily deadlines and high accuracy expectations
BENEFITS (if eligible)
- Weekly Pay and Direct Deposit
- Health Insurance (Medical/Vision/Dental)
- Company-Paid Life Insurance
- Paid Time Off (PTO) Program
- Paid Vacation and Holiday Pay
- 401 (K) Retirement Plan with a Company Match (based on eligibility)
- Employee Wellness Programs
- Fitness Center Reimbursement
- Ongoing Professional Development Opportunities
- Employee Family & Friends Discounted Stays
- Various Employee Discounts (Local Businesses and National Retailers)
- Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
- Company-Supplied Uniforms and Equipment (Applicable Positions)
- Flexible Work Schedules