Experienced Short-Term Rental Customer Service Representative – Airbnb, VRBO, and OwnerRez

At arenaflex, we're on a mission to revolutionize the short-term rental industry by providing exceptional customer experiences that exceed our guests' expectations. As a key member of our offshore team, you'll play a vital role in delivering world-class service to our guests, ensuring their stays with us are nothing short of unforgettable.

Job Summary:

We're seeking an experienced and highly skilled Short-Term Rental Customer Service Representative to join our offshore team. As a representative, you'll be responsible for responding to all 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. You'll be the first point of contact for our guests, providing them with accurate and timely information about our properties, services, and policies.

Key Responsibilities:

* Respond to all 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, VRBO, and OwnerRez (when available) to respond to guest inquiries sent through these platforms
• Respond to inquiries sent through our website with pricing and schedule a call with either Gerry or Nicole for further questions
• Document each inquiry and response in an Excel spreadsheet to measure and track the number of inquiries and conversion rate across all platforms
• Screen and schedule guest and prospective guest phone calls for Gerry and Nicole, avoiding phone calls unless absolutely necessary
• Listen to voicemails and respond by text, email, or messaging to address requests from guests or prospects
• Notify Nicole or Gerry when a phone call is needed and obtain availability from the guest for a callback
• Conduct guest vetting to ensure that guests are properly vetted prior to booking, including:

+ Checking for low review scores or a history of complaints + Verifying that guests are not attempting to hold an event at the property + Ensuring that guests are at least 21 years old

• Collaborate with Gerry and Nicole to create cleaning and maintenance protocols that allow all team members to be aware of cleaning status and deploy maintenance staff as needed
• Update calendars and perform other recurring tasks to help improve search rankings

Essential Qualifications:

* 2+ years of experience in customer service, preferably in the short-term rental industry

• Excellent communication and problem-solving skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong attention to detail and accuracy in responding to guest inquiries
• Proficiency in using Excel and other Microsoft Office tools
• Ability to work independently and as part of a team
• Strong analytical and problem-solving skills

Preferred Qualifications:

* Experience with Airbnb, VRBO, and OwnerRez platforms

• Knowledge of the short-term rental industry and its best practices
• Experience with guest vetting and screening processes
• Familiarity with cleaning and maintenance protocols
• Ability to work flexible hours, including evenings and weekends

Skills and Competencies:

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong attention to detail and accuracy in responding to guest inquiries
• Proficiency in using Excel and other Microsoft Office tools
• Ability to work independently and as part of a team
• Strong analytical and problem-solving skills

Career Growth Opportunities and Learning Benefits:

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

• Develop your skills and knowledge in the short-term rental industry
• Work with a dynamic and experienced team to deliver exceptional customer experiences
• Participate in ongoing training and development programs to improve 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 passionate about creating a work environment that's collaborative, supportive, and fun. Our team members enjoy:

• A dynamic and fast-paced work environment
• Opportunities for growth and development
• Collaborative and supportive team culture
• Flexible work arrangements, including remote work options
• Recognition and rewards for outstanding performance

Compensation, Perks, and Benefits:

We offer a competitive compensation package, including:

• Competitive salary
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for professional development and growth

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. Apply for this job