Guest Support Specialist
O'Neal Vacation Rentals O'Neal Vacation Rentals Santa Cruz, CA Santa Cruz, CA Full-time Full-time From $20 an hour From $20 an hour Position:
Guest Support Specialist at O'Neal Vacation Rentals LLC (OVR) Company:
O'Neal Vacation Rentals specializes in managing the best vacation rental homes that allow for the best stays that our guests can enjoy with friends and family.
We serve our homeowners and guests equally and strive to do short-term rental management differently and better than anyone else.
Description:
No position at OVR is status quo.
We are a young company, and every employee is passionate about building something new and innovative.
This role serves as the face of OVR to the guests via messaging platforms and phone calls.
It requires someone with exceptional customer service skills who has a critical eye for detail and is extremely organized, fast-paced, and willing to go the extra mile.
The role is dynamic and intended to change and evolve.
This role will report to the Guest Support Manager and work closely with the remote Guest Support team to audit their responses and give continued feedback to that team to be sure we are always responding with OVR culture and tone.
Furthermore, this role will interact with our vendors and clients in some situations as support to our core teams focused on Operations and Partnerships.
There will also be constant work to improve listing and messaging efficiencies to help better the overall guest expectations and guest experience.
Initial expectations are as follows:
Demonstrate exceptional customer service through both written and verbal communication with guests.
Serve as a point of contact for the remote Guest Support team.
Monitor and review the remote Guest Support team's work, answer questions, and provide feedback to optimize.
Assist guests by jumping in when needed and serving as an escalation point for answering property and reservation questions.
Navigate problems with a cool, calm, and collected attitude.
Document guest feedback so we can make improvements to the homes, listings, or guest communication resources.
Perform basic in-home maintenance as needed (replace light bulbs, troubleshoot lock issues, troubleshoot WIFI, tighten loose handles/doorknobs etc.
).
Fill in cross-coverage by performing physical inspections of properties, following a specific checklist designed for quality assurance to ensure guest and owner satisfaction.
Build and maintain business relationships and open lines of communication with other internal support teams.
Meet and maintain OVR performance standards at the GOLD level.
Meet and maintain KPIs such as client NPS, guest satisfaction, accuracy, and efficiency.
Skills Required:
2
years of Customer Service experience Strong attention to detail and critical thinking skills.
Ability to work well under pressure in an agile, fast-paced environment.
Excellent time management skills with the ability to change activity frequently and cope with interruptions.
Technical computer skills are required on all forms of hardware - laptops, tablets, and mobile devices.
Professional in all forms of communication such as email, phone calls, video calls, and texts.
Proven ability to be both highly responsive and reliable.
Availability to work Sunday through Saturday, early mornings and evenings as needed.
Adhere to all company policies and procedures.
Prior housekeeping experience is a plus.
Ability to stand, sit, and walk for an extended period of time.
Ability to reach overhead and below the waist.
Regularly push, pull, and lift up to 25 pounds.
Occasionally lift or move up to 50 pounds.
Bend, stoop, squat, kneel, and twist.
Working Conditions OVR is set up as a work-from-office environment for the entire team to work closely and collaborate on a daily and ongoing basis.
The position requires frequent, repetitive use of a computer, phone, and office equipment.
Requires patient, professional communication with our guests, clients, and vendors.
Schedule 9 am - 5 pm on Thursday, Friday, Saturday, Sunday, Monday Compensation $20 / hour Mileage Reimbursement At the current IRS rate for driving required for the job Monthly Cell Phone Stipend $30/month towards cell phone bill What you'll get Health insurance Flexible vacation time Career advancement opportunities All of the tools you need to be successful Job Type:
Full-time Pay:
From $20.
00 per hour Expected hours:
32 - 40 per week
Benefits:
Health insurance On-the-job training Paid time off Experience level:
2 years Work setting:
In-person Office Ability to Relocate:
Santa Cruz, CA 95062:
Relocate before starting work (Required) Work Location:
In person Furthermore, this role will interact with our vendors and clients in some situations as support to our core teams focused on Operations and Partnerships.
There will also be constant work to improve listing and messaging efficiencies to help better the overall guest expectations and guest experience.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Guest Support Specialist at O'Neal Vacation Rentals LLC (OVR) Company:
O'Neal Vacation Rentals specializes in managing the best vacation rental homes that allow for the best stays that our guests can enjoy with friends and family.
We serve our homeowners and guests equally and strive to do short-term rental management differently and better than anyone else.
Description:
No position at OVR is status quo.
We are a young company, and every employee is passionate about building something new and innovative.
This role serves as the face of OVR to the guests via messaging platforms and phone calls.
It requires someone with exceptional customer service skills who has a critical eye for detail and is extremely organized, fast-paced, and willing to go the extra mile.
The role is dynamic and intended to change and evolve.
This role will report to the Guest Support Manager and work closely with the remote Guest Support team to audit their responses and give continued feedback to that team to be sure we are always responding with OVR culture and tone.
Furthermore, this role will interact with our vendors and clients in some situations as support to our core teams focused on Operations and Partnerships.
There will also be constant work to improve listing and messaging efficiencies to help better the overall guest expectations and guest experience.
Initial expectations are as follows:
Demonstrate exceptional customer service through both written and verbal communication with guests.
Serve as a point of contact for the remote Guest Support team.
Monitor and review the remote Guest Support team's work, answer questions, and provide feedback to optimize.
Assist guests by jumping in when needed and serving as an escalation point for answering property and reservation questions.
Navigate problems with a cool, calm, and collected attitude.
Document guest feedback so we can make improvements to the homes, listings, or guest communication resources.
Perform basic in-home maintenance as needed (replace light bulbs, troubleshoot lock issues, troubleshoot WIFI, tighten loose handles/doorknobs etc.
).
Fill in cross-coverage by performing physical inspections of properties, following a specific checklist designed for quality assurance to ensure guest and owner satisfaction.
Build and maintain business relationships and open lines of communication with other internal support teams.
Meet and maintain OVR performance standards at the GOLD level.
Meet and maintain KPIs such as client NPS, guest satisfaction, accuracy, and efficiency.
Skills Required:
2
years of Customer Service experience Strong attention to detail and critical thinking skills.
Ability to work well under pressure in an agile, fast-paced environment.
Excellent time management skills with the ability to change activity frequently and cope with interruptions.
Technical computer skills are required on all forms of hardware - laptops, tablets, and mobile devices.
Professional in all forms of communication such as email, phone calls, video calls, and texts.
Proven ability to be both highly responsive and reliable.
Availability to work Sunday through Saturday, early mornings and evenings as needed.
Adhere to all company policies and procedures.
Prior housekeeping experience is a plus.
Ability to stand, sit, and walk for an extended period of time.
Ability to reach overhead and below the waist.
Regularly push, pull, and lift up to 25 pounds.
Occasionally lift or move up to 50 pounds.
Bend, stoop, squat, kneel, and twist.
Working Conditions OVR is set up as a work-from-office environment for the entire team to work closely and collaborate on a daily and ongoing basis.
The position requires frequent, repetitive use of a computer, phone, and office equipment.
Requires patient, professional communication with our guests, clients, and vendors.
Schedule 9 am - 5 pm on Thursday, Friday, Saturday, Sunday, Monday Compensation $20 / hour Mileage Reimbursement At the current IRS rate for driving required for the job Monthly Cell Phone Stipend $30/month towards cell phone bill What you'll get Health insurance Flexible vacation time Career advancement opportunities All of the tools you need to be successful Job Type:
Full-time Pay:
From $20.
00 per hour Expected hours:
32 - 40 per week
Benefits:
Health insurance On-the-job training Paid time off Experience level:
2 years Work setting:
In-person Office Ability to Relocate:
Santa Cruz, CA 95062:
Relocate before starting work (Required) Work Location:
In person Furthermore, this role will interact with our vendors and clients in some situations as support to our core teams focused on Operations and Partnerships.
There will also be constant work to improve listing and messaging efficiencies to help better the overall guest expectations and guest experience.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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