Remote Inbound Customer Care Specialist (Must reside in Texas)

A Stay Above The Rest, LLC is a company in Texas. We are autonomous, supportive, and fast-paced.

Our work environment includes:

• On-the-job training
• Work-from-home
• Growth opportunities

We are looking for remote guest experience representatives to handle incoming customer contact for a vacation rental property management company (Airbnb rentals). We receive and respond to contact via phone, email, text message, and occasional online chats. Excellent verbal and written communication skills are required. This job is fully work-from-home, with no office time or commute.

Shifts will vary and schedules are fairly flexible, but availability is required for weekends and holidays. We are currently hiring for 20 hours per week. Shifts may vary, but we are predominantly hiring for evenings (which would be either 3-9pm or 5-9 pm). Training will be between 9am-5pm Mon through Fri for a few weeks. Most of our volume is on Friday, Saturday and Sundays, so availability for 2 of those days is a must.

Representatives are responsible for handling customer issues quickly while maintaining a friendly and professional attitude, both over the phone and through written communications.

Representatives must follow guidelines and standard operating procedures for a wide variety of situations. The ability to follow instructions in order to look up information and solve problems is a must.

Job Specifics

Location: Work From Home (reside in Texas)

Compensation: Hourly- $15 per hour

Job Type: Part Time (20 hours)

Work schedule: Varying shifts - 3pm-9 pm, 5pm-9pm, and potential periodic coverage during the day Sat-Sun (Fri-Sun being busiest days)

All applicants are subject to a background check

To apply: Reply with an updated resume, complete indeed assessments required, and attach a cover letter

Responsibilities

• Manage incoming calls, emails, and text messages
• Identify and assess customers’ needs to achieve customer satisfaction
• Follow communication procedures, guidelines and policies and maintain proper etiquette throughout communication
• Identify and then analyze guest complaints and issues and follow appropriate escalation procedures
• Go the extra mile to engage customers - build a positive rapport even through multiple personality types
• Creating/Updating Work Orders
• Managing guest contact from inquiry to booking through guest check out - including contacting for additional information needed (rental agreement e-signed, drivers license, etc.)
• Minimal up-sales - ie. early check-ins, filling gap nights, adding additional days
• Researching industry data, information as needed
• Assist with daily processes and provide feedback to better improve guest experience and team processes

Skills

• Customer support experience and/or experience working remotely
• Excellent communication skills
• Strong written communication skills
• Strong phone contact handling skills and active listening skills
• Excellent Computer Skills
• Ability to adapt/respond to different character types
• Ability to multi-task, prioritize, and manage time effectively
• Familiarity with CRM systems and practices a plus

Requirements

• 2+ Years Customer Support and/or working remote experience
• Available to work weekends and evenings: busiest times are Fridays, Saturdays, and Sundays
• Reliable high speed internet connection with a minimum 5 Mbps download, 3 Mbps upload
• Windows, Chromebook, or Mac computer capable of running multiple (5+) Chrome tabs without slowdown
• Quiet work environment free from distractions
• Noise canceling headset compatible with computer
• Must reside in Texas
• Satisfactory results on completion of Indeed's requested skills assessments
• Dependable and reliable
• Willing to sign a Noncompete and Nondisclosure Agreement

COVID-19 Precaution(s):

• Remote interview process
• Virtual meetings
• Communication method(s) used:
• Email
• Phone
• Chat

Hours per week:

• 20 hours

This Job Is:

• Open to applicants who do not have a college diploma

Work Remotely: Yes

Job Type: Part-time

Pay: From $15.00 per hour

Benefits:

• Flexible schedule
• Paid time off

Shift:

• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Remote

COVID-19 considerations:

• This is completely work from home.

Application Question(s):

• Reside in the state of Texas?

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 2 years (Required)