Member Services Representative — Active Portfolio & Retention

Responsibilities

• Manage ongoing service for active members in the Banderas Bay vacation club portfolio: reservation assistance, product usage questions, complaint management, and annual renewal contact
• Conduct proactive outreach to members who haven't used their membership in the previous 12 months: non-use is the leading predictor of non-renewal — the representative who contacts an inactive member before renewal notice and helps them plan a stay has significantly higher renewal rate than one who waits for the non-renewal to arrive
• Handle complaints from members who had a negative experience at one of the club's affiliated properties: the PVR member who had a service failure needs both a documented resolution and a demonstrated commitment that it won't recur — verbal reassurance alone has limited impact
• Identify members who have had children, experienced income growth, or expanded their travel habits and may be candidates for a membership upgrade — warm introduction to the sales team with full member context
• Manage the rescission period for new PVR members: PVR's high proportion of existing-timeshare-owner new members means that post-purchase doubt is elevated — early, warm, personal contact during the rescission window is the most effective retention tool
• Maintain accurate and current member profile data in the CRM

Requirements

• Service orientation with specific ability to rebuild trust with skeptical or previously disappointed members
• Spanish and English bilingual — the Banderas Bay member base is a mix of Mexican domestic and North American members
• Proactive outreach discipline — the representative who waits for members to call with problems is less effective than one who reaches out before problems develop
• Complaint resolution competency
• CRM management accuracy

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Fixed monthly + retention performance bonus
• Three meals provided during shift
• Career development within the Member Services team structure

Work environment

Active portfolio Member Services in the Puerto Vallarta and Banderas Bay vacation club operation. Service relationship management with a member demographic that includes both loyal repeat buyers and skeptical existing-timeshare-owner converts.

About the role

The PVR member who bought their membership despite having had a bad experience with a previous timeshare — who told the Sales Executive "I'm nervous about doing this again" — needs to receive a welcome call the next morning that is unlike anything they experienced from their previous membership. Name recognition, memory of what they said they wanted, a concrete offer to help them book their first stay this year. That call, done well, is the moment when "I can't believe I bought another one of these" becomes "this one is different." That conversion is the Member Services team's most valuable work.