Experienced Short-Term Rental Customer Service Representative – Airbnb & VRBO Guest Support

At arenaflex, we're revolutionizing the short-term rental industry with our innovative approach to guest support. As a key member of our offshore team, you'll play a vital role in delivering exceptional customer experiences, driving business growth, and shaping the future of our company. If you're a customer service enthusiast with a passion for delivering top-notch support, we want to hear from you!

Job Summary:

As an Experienced Short-Term Rental Customer Service Representative, you'll be responsible for providing timely, accurate, and personalized support to guests and prospective guests across multiple platforms, including Airbnb, VRBO, and OwnerRez. Your primary goal will be to 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. You'll also be responsible for documenting guest interactions, screening and scheduling phone calls, and ensuring that guests are properly vetted prior to booking.

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 and messages
• Document each inquiry and response in an Excel spreadsheet to measure and track the number of inquiries and conversion rates across all platforms
• Screen and schedule guest and prospective guest phone calls for Gerry and Nicole
• Avoid phone calls with guests and prospective guests unless absolutely necessary; instead, respond to voicemails and requests via text, email, or messaging
• Notify Gerry and Nicole when a phone call is needed and obtain availability from guests for a callback
• Conduct guest vetting to ensure that guests are properly vetted prior to booking, including:

+ Checking review scores and complaint history + Verifying guest age and eligibility + Identifying guests attempting to hold events at the property

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

Essential Qualifications:

* 2+ years of customer service experience in a fast-paced, dynamic environment

• Excellent communication and problem-solving skills
• Ability to work in a team environment and collaborate with colleagues
• Strong attention to detail and accuracy
• Ability to work in a 24/7 environment, including evenings, weekends, and holidays
• Proficiency in using Excel and other Microsoft Office tools
• Familiarity with Airbnb, VRBO, and OwnerRez platforms (or willingness to learn)

Preferred Qualifications:

* Experience working in the short-term rental industry or a related field

• Knowledge of guest vetting procedures and best practices
• Familiarity with cleaning and maintenance protocols
• Experience with data analysis and reporting
• Certification in customer service or a related field

Skills and Competencies:

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a fast-paced, dynamic environment
• Strong attention to detail and accuracy
• Ability to work independently and as part of a team
• Proficiency in using technology, including Excel and other Microsoft Office tools
• Familiarity with guest support software and platforms

Career Growth Opportunities and Learning Benefits:

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

• Ongoing training and development opportunities
• Mentorship and coaching from experienced colleagues
• Opportunities for career advancement and professional growth
• A dynamic and supportive work environment

Work Environment and Company Culture:

arenaflex is a dynamic and innovative company that values collaboration, creativity, and customer satisfaction. Our offshore team is a key part of our operations, and we're committed to providing a supportive and inclusive work environment. As a Short-Term Rental Customer Service Representative, you'll be part of a team that's passionate about delivering exceptional guest experiences and driving business growth.

Compensation, Perks, and Benefits:

arenaflex offers a competitive compensation package, including:

• Competitive hourly rate
• Ongoing training and development opportunities
• Opportunities for career advancement and professional growth
• A dynamic and supportive work environment
• Access to a range of benefits, including health insurance, paid time off, and more

How to Apply:

If you're a customer service enthusiast with a passion for delivering top-notch support, we want to hear from you! Apply now to join our offshore team as a Short-Term Rental Customer Service Representative. Apply for this job