About the job
About Our Client
At the hospitality-focused company, we’re a dedicated team committed to providing exceptional service in the vacation rental industry. Our team members work tirelessly to ensure a seamless experience for both property owners and guests. Our core values guide our interactions and decisions daily, fostering a culture of inclusivity and growth in one of the fastest-growing sectors in travel. Join a team where you can truly make a difference.
Why this role
As a crucial member of our team, you will play a pivotal role in establishing our company as a trusted leader in vacation rental hospitality. This challenging yet rewarding position requires a resilient individual who can act as a trusted advisor, offering support, guidance, and solutions to stakeholders during challenging situations. Your ability to handle complex, sensitive issues with care, emotional intelligence, and ethical judgment is essential. You will have the autonomy to make decisions aligned with our values to ensure exceptional experiences for our property owners and guests.
What you’ll do
- Interact directly with property owners and guests to address their needs, answer questions, and resolve issues
- Navigate changes in the business environment with agility and adaptability
- Mediate and collaborate with property owners and guests to resolve time-sensitive and challenging situations, such as evictions, disputes, and crises
- Educate property owners on strategies to prevent future guest issues by identifying root causes and developing sustainable solutions
- Utilize investigation, critical thinking, and negotiation skills to recommend appropriate actions and tailored solutions
- Take ownership of resolving requests and issues, collaborating with colleagues as needed
- Provide timely responses to stakeholders via various communication channels with professionalism and urgency
- Assist with additional tasks for property owners and guests as required
What makes you a great fit
- Minimum 3 years of experience in account management, customer service, demand generation, or inbound/outbound sales with a track record of goal achievement and delivering excellent customer experiences
- Quick learner who can adapt rapidly to change
- Comfortable handling difficult conversations with customers
- Strong communication skills across multiple mediums, including written and verbal communication
- Ability to provide guidance on performance best practices with confidence
- High self-awareness, emotional intelligence, and adaptability in fluid situations
- Proficiency in mediation and negotiation, collaborating with key stakeholders on complex solutions
- Growth mindset with a willingness to seek and thrive on challenges
- Proficient in software environments; Salesforce experience is a plus
- Availability to support stakeholders 365 days a year, including nights, weekends, and holidays
Compensation
The pay rate for this role is $27.95 per hour
Location
We are currently hiring across the U.S., except in certain states. If you reside in Colorado, remote work options are available.
Employee Rewards
- Competitive pay and equity for all team members
- 401(k) with a 4% match that vests immediately
Family Benefits
- Paid parental leave, infertility coverage, and child care support
- Pet insurance for furry companions
Well-being
- Comprehensive health plans with employer-paid options
- Dental and vision coverage
- Free mental health visits
Work-Life Balance
- Generous PTO, sick, and holiday leave
- Annual travel credit and property discounts
Continuous Learning
- Onboarding programs and development opportunities
