Guest Experience Specialist For Night Audit - Remote | Wfh

Imagine starting with just one home and a vision: to connect homeowners and renters through smart technology and caring local teams. Today, we've grown into the largest full-service vacation rental company in North America, all thanks to the remarkable individuals who bring their passion and dedication every day. If you're someone who's driven by curiosity, loves taking on new challenges, and thrives in a fast-paced environment of growth, you'll feel right at home with us.
What We're Seeking
We're on the lookout for a skilled Night Audit Specialist who excels at juggling tasks and seamlessly transitioning between handling phone calls and managing interactions on various third-party platforms. Currently, our list of third-party partners includes Airbnb, Booking.com, Expedia, Tripadvisor, Marriott, and Whimstay.
Please Note: This position offers full-time remote work, with weekend availability required.
What You'll Be Doing
Guiding Excellence: Lend your expertise to our BPO partners during challenging calls by providing clear and supportive written guidance via Slack.
Guest Experience Champion: Take ownership of guest issues and escalations from start to finish, especially during after-hours when support is limited. You'll handle guest interactions through phone calls, emails, and third-party extranets.
Problem Solver: Employ your troubleshooting skills and collaborate with local staff to find swift resolutions for guest concerns.
Turning Vacations Around: Leverage your critical thinking to craft and execute plans that restore guests' vacation experiences to their fullest, often with minimal supervision.
Platform Maestro: Respond to inquiries from potential and current guests across various third-party platforms. This includes addressing questions about home inquiries, existing reservations, issues during or after stays, reservation modifications, and cancellations.
Partner Collaborator: Engage with third-party partners over the phone or email, assisting them with inquiries about reservations, guest concerns, and listing content.
Flexibility in Action: Be ready to embrace and excel in a role that may require additional duties or tasks as business needs evolve.
What You'll Bring
Experience & Language: While prior travel or industry experience and bilingual skills are a plus, they're not mandatory.
Availability: You should have the flexibility to work overnight, on weekends, and during holidays as needed to support business requirements.
Communication Wizard: Demonstrate top-notch communication skills in a positive, professional, and empathetic manner, whether through phone, email, chat, or third-party channels.
Vendor Relations Pro: Cultivate relationships with our channel partners that add value to both our vendors and guest experiences.
Grammar Guru: Employ impeccable spelling, punctuation, and grammar in all written communications.
Listening Expertise: Listen attentively and ask insightful questions to clarify the needs of guests and partner businesses.
Change Enthusiast: Thrive in a dynamic, fast-paced environment that embraces change.
Team Player & Multi-Tasker: Shine both as an individual contributor and a team collaborator, adept at juggling priorities and utilizing various systems and tools.
Coaching-Friendly: Welcome and incorporate coaching and feedback to enhance your performance.
Eye for Detail: Your attention to detail ensures excellence in everything you do.
Home Office Setup: Create a productive home office environment that includes a private workspace free from distractions, an ergonomic desk and chair, and high-speed wired internet.
Internet Speed Requirement: Your internet speed should be at least 100.0 download/10.0 upload. A cable connection to your router is necessary; satellite/dial-up internet isn't supported.
Location: Work from the comfort of your home and reside in one of the following 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.
What You'll Gain
Comprehensive Coverage: Enjoy 100% health, dental, and vision insurance options based on your hours worked.
Benefits Galore: Access employer-sponsored and voluntary supplemental benefits based on your hours worked.
Financial Future: Participate in our 401K retirement savings plan with an immediate 100% company match on your first 6% contribution.
Flexibility & Care: Benefit from Health & Dependent Care Flexible Spending Accounts based on hours worked, as well as paid vacation and sick days.
Support & Growth: Access the Employee Assistance Program, seize career advancement opportunities, and enjoy employee discounts.
Equipped for Success: We'll provide all the tools and equipment you need to thrive in your role.
Inspirational Environment: Join a team of fantastic colleagues in a culture that nurtures growth and collaboration.
Full Benefits Overview: For more details, explore our careers page.
Vacasa is dedicated to building an inclusive and diverse workplace. We don't discriminate against applicants based on factors such as race, color, religion, gender (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or other protected classes as defined by applicable laws. Veterans are encouraged to apply.
A safe and productive work environment is paramount. Possession, use, or being under the influence of alcohol or illegal drugs at work is strictly prohibited.
Any offer of employment for this role will be contingent upon the successful completion of a background check.
Employment Type: Full-Time
Salary: $ 17.00 Per Hour