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The Guest Experience Coordinator will manage guest inquiries, troubleshoot issues, and handle reservations while maintaining high service standards. They will also collaborate with field operations and local vendors to ensure a seamless guest experience across all properties.
Who we are...
AvantStay delivers exceptional, unique stays for group travelers. The company has built a tech-enabled millennial hospitality brand to be the new standard for group experience. We are venture funded and growing rapidly in the explosive $100+ billion dollar STR industry.
What we are looking for…
As a Guest Experience Agent, you’ll support guests from the moment they inquire about one of our properties to the end of their stay. Additionally, you’ll work closely with our field operators to maintain and deliver on property expectations. This person will have excellent communication, interpersonal and critical thinking skills in order to support our guests' inquiries.
What you’ll do…
Talk to escalated guests and troubleshoot guest issues.
Make reservations for customers based on their various requirements and budgetary allowances.
Respond to guest messages promptly and personally, adhering to our strict SLA with the goal of establishing an open, welcoming relationship.
Interact with guests via phone, email, and text message.
Support field operation teams in maintaining a consistent guest experience.
Keep relevant systems updated with customer information and property details.
Provide knowledgeable and accurate information regarding AvantStay properties and policies.
Build and maintain positive relationships with field operators and local vendors.
Provide the highest level of customer support to all current and future guests.
Requirements
Fluency in English is required.
2+ year in customer service and/or concierge experience required.
Experience with Zendesk.
Experience in a call center environment.
Strong communication skills and close attention to detail.
Positive, enthusiastic and passionate about providing great customer service to our guests.
Ability to understand and convey both business issues and technical concepts.
Reliable, with a strong understanding of team dynamics.
Excellent self-management skills, and the ability to prioritize and deliver work to meet tight deadlines
Background in real estate and/or short-term rentals (preferred).
Benefits
Flexible & fully remote - work from anywhere!
Full-time position
Pay range is USD $6-10/hour based on experience & location
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