Guest Ex Specialist - Training And Development

Why Vacasa

We started with just one home and an idea: to bring homeowners and renters together with smart technology and caring local teams. Today, we're the largest full-service vacation rental company in North America thanks to the people who give us their best every day. You'll fit right in here if you're curious, entrepreneurial, and thrive in a rapid-growth environment.

Why Customer Experience at Vacasa

Our tight-knit team has a passion for solving problems, saving vacations, and going above and beyond. We are outside the box thinkers that work incredibly hard not just to make our guests happy, but delighted; we're talking kids on a surprise snow day delighted. Our guests don't call us to tell us everything is going great, they call when something's going sideways and it is our job to get their vacation back on track. We are a team of plain clothes wearing superheroes, detectives, crisis negotiators, and magicians. We are the calm at the center of the storm. We are unflappable. We are Vacasa Customer Experience.

What we're looking for

The goal of our Training and Development team is to teach and educate new CX Agents to Vacasa's policies and process of pursuit of delivering world-class customer service to our guests. The Customer Experience Trainer is responsible for owning the initial phase of our CX New Hires. The initial impression of an agents career and journey at Vacasa rests with our team! Our unique position in CX gives us the opportunity to catalyze careers by providing brand touchpoints through several phases of a new hires beginning: prior to starting, 2-weeks of training, and a hand-off phase. The CX Trainer excels in both their ability to perform in and outside of their training functions. This role requires the trainer to be both a trainer and a CX Agent based on staffing needs through their tenure. Knowledge of CX and its system is a plus.

What you'll do

• An existing, unpaid, and/or high-risk reservation
• Be responsible for taking incoming phone calls, making outbound calls as needed, and responding to emails or chats on a daily basis from existing guests who have questions or concerns about:
• Canceling a reservation
• Facilitate the customer experience training program by covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, and process knowledge.
• A problem/concern that emerged during and/or after their stay
• Facilitate additional training for central, remote, and other departments as assigned.
• Maintain trainee records and provide document handoff at the conclusion of the training (e.g. scavenger hunt, role play, career roadmap, and survey).
• Create a supportive learning environment by connecting new agents to resources and staff that will help them be successful in their positions.
• Report on the progress of employees under guidance during training periods to Training Team Lead.
• Assess training effectiveness to ensure the incorporation of taught skills and techniques into employees' work behavior.
• Modifying an existing reservation
• Be available for follow-up questions, support, and other tasks requested by the training group through face-to-face, email, and Slack channels.
• Translate requirements into training that will groom employees for the next step of their career path.
• Tests trainees knowledge to measure employee's progress and preparedness to help guests.
• Identify training needs by evaluating strengths and weaknesses.
• Selects or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops. Training content creation as a bullet point. Facilitator support for business partners.

Support onsite Integration go-live as assigned

What you'll need

• Familiarity with talent management and succession planning
• Familiarity with traditional and modern training methods, tools and techniques
• Ability to work from home and resides in one of the followings states: AK, AL, AZ, CA, CO, DE, FL, GA, HI, ID, IL, IN, LA, MA, MD, ME, MI, MN, MO, MT, NC, NH, NJ, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, or WY
• Sound decision making and organizational skills
• Adequate knowledge of learning management software
• Proven experience in designing multiple training events in a corporate setting
• Proven ability to master the full training cycle
• Ability to present complex information to a variety of audiences
• Knowledge of instructional design theory and learning principles
• Ability to conduct a cost-benefit analysis and calculate training ROI

Compensation:

• $24 / hour

What you'll get

• All the equipment you'll need to be successful
• Employee discounts
• 401K retirement savings plan with immediate 100% company match on the first 6% you contribute
• Employee Assistance Program
• Employer Sponsored & Voluntary Supplemental Benefits based on hours worked
• Paid vacation & sick days
• Health/dental/vision insurance—100% coverage option based on hours worked
• Health & Dependent Care Flexible Spending Accounts based on hours worked
• Career advancement opportunities
• Please visit our careers page to review our full benefits offerings
• Great colleagues and culture

Vacasa is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate against applicants based upon race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or other classes protected by applicable law. Veterans are encouraged.

Vacasa is committed to maintaining a safe and productive work environment. Possession, use, or being under the influence of alcohol or illegal drugs in the workplace is prohibited.

An offer of employment for this role will be contingent upon the successful completion of a background check.