Experienced Short Term Rental Customer Service Representative – Airbnb & VRBO Guest Support

At arenaflex, we're dedicated to providing exceptional guest experiences and exceptional customer service. As a key member of our team, you'll play a vital role in ensuring that our guests receive prompt, accurate, and friendly responses to their inquiries, 24 hours a day, 7 days a week. If you're passionate about delivering outstanding customer service, have a keen eye for detail, and are comfortable working in a fast-paced environment, we'd love to hear from you.

Job Summary:

As a Short Term Rental Customer Service Representative, you'll be responsible for responding to guest inquiries and questions in a timely and accurate manner, utilizing Airbnb and VRBO (or OwnerRez when available) to communicate with guests. You'll also be responsible for documenting guest inquiries and responses, screening and scheduling guest phone calls, and ensuring that guests are properly vetted prior to booking. If you're a team player who is passionate about delivering exceptional customer service, we encourage you to apply.

Key Responsibilities:

* Respond to guest inquiries and questions within 15 minutes with 95% accuracy and within an hour with 100% accuracy, 24 hours a day, 7 days a week

• Utilize Airbnb and VRBO (or OwnerRez when available) to communicate with guests and respond to inquiries
• Document each guest inquiry and response in an Excel spreadsheet, tracking the number of inquiries and conversion rates across all platforms
• Screen and schedule guest and prospective guest phone calls for Gerry and Nicole, avoiding phone calls unless absolutely necessary
• Respond to guest voicemails and requests via text, email, or messaging, and notify Gerry and Nicole of any necessary phone calls
• Conduct guest vetting to ensure that guests are properly vetted prior to booking, including checking review scores, complaint history, and age requirements
• Collaborate with Gerry and Nicole to create cleaning and maintenance protocols, ensuring that all team members are aware of cleaning status and can deploy maintenance staff as needed
• Update calendars and perform other recurring tasks to improve search rankings

Essential Qualifications:

* 1+ year of customer service experience, preferably in a fast-paced environment

• Excellent communication and problem-solving skills, with the ability to respond to guest inquiries in a timely and accurate manner
• Strong attention to detail, with the ability to document guest inquiries and responses accurately
• Ability to work in a team environment, with a focus on delivering exceptional customer service
• Proficiency in using Excel and other software applications
• Ability to work flexible hours, including evenings and weekends

Preferred Qualifications:

* Experience working in the short-term rental industry, preferably with Airbnb and VRBO

• Knowledge of OwnerRez and other property management software
• Experience with guest vetting and screening
• Certification in customer service or a related field

Skills and Competencies:

* Excellent communication and problem-solving skills

• Strong attention to detail and organizational skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong teamwork and collaboration skills
• Ability to adapt to changing priorities and deadlines
• Proficiency in using Excel and other software applications

Career Growth Opportunities and Learning Benefits:

At arenaflex, we're committed to helping our team members grow and develop their skills. As a Short Term Rental Customer Service Representative, you'll have the opportunity to:

• Develop your customer service skills and knowledge of the short-term rental industry
• Collaborate with a talented team of professionals who are passionate about delivering exceptional customer service
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Take on additional responsibilities and contribute to the growth and success of our team

Work Environment and Company Culture:

At arenaflex, we're proud of our positive and supportive work environment. As a Short Term Rental Customer Service Representative, you'll have the opportunity to work in a fast-paced and dynamic environment, collaborating with a talented team of professionals who are passionate about delivering exceptional customer service. We offer a range of benefits and perks, including:

• Competitive salary and benefits package
• Flexible work hours and remote work options
• Ongoing training and development programs
• Opportunities for career growth and advancement
• Collaborative and supportive work environment

Compensation, Perks, and Benefits:

We offer a competitive salary and benefits package, including:

• Competitive hourly rate
• Ongoing training and development programs
• Flexible work hours and remote work options
• Opportunities for career growth and advancement
• Collaborative and supportive work environment

How to Apply:

If you're passionate about delivering exceptional customer service and have a keen eye for detail, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications for the position. We can't wait to hear from you! Apply Now! Apply for this job