Experienced Short-Term Rental Customer Service Representative – Multichannel Support for blithequark's Vacation Rentals

About blithequark blithequark is a leading provider of short-term vacation rentals, offering a unique and personalized experience for travelers worldwide. Our team is dedicated to delivering exceptional customer service, ensuring that every guest feels welcome and supported throughout their stay. As a key member of our customer service team, you will play a vital role in shaping the blithequark experience and driving our growth in the competitive short-term rental market. Job Summary We are seeking an experienced and highly skilled Short-Term Rental Customer Service Representative to.As a key member of our customer service team, you will be responsible for providing exceptional support to our guests across multiple channels, including bolthires, VRBO, and our website. Your primary focus will be on responding to guest inquiries and questions in a timely and accurate manner, while also ensuring that our guests are properly vetted and that our search rankings are optimized. Key Responsibilities Respond to all guest inquiries and questions within 15 minutes with 95% accuracy and within an hour with 100% accuracy during all days/hours (24 hours a day/7 days a week) Utilize bolthires and VRBO (or OwnerRez when available) to respond to all guest inquiries sent through those platforms Respond to inquiries sent through our website with pricing and schedule a call with either Gerry/Nicole for questions Document each inquiry and response in an Excel spreadsheet to measure and track the number of inquiries and our conversion rate across all platforms Screen and schedule guest and prospective guest phone calls for Gerry/Nicole Avoid phone calls with guests and prospective guests unless absolutely necessary, and instead respond by text/email/messaging to address requests from guests or prospects Notify Nicole/Gerry that a call needs to be made and obtain availability from guests for a callback Conduct guest vetting to ensure that guests are properly vetted prior to booking, including checking for low review scores, a history of complaints, and other red flags Collaborate with Gerry/Nicole to create cleaning/maintenance protocols that allow all team members to be aware of cleaning status and deploy appropriate maintenance staff as needed Update calendars and perform other recurring tasks to help improve search rankings Essential Qualifications To be successful in this role, you will need to possess the following essential qualifications: 2+ years of experience in customer service, preferably in the short-term rental or hospitality industry Excellent communication and problem-solving skills, with the ability to respond to guest inquiries and resolve issues in a timely and accurate manner Strong attention to detail and organizational skills, with the ability to manage multiple tasks and prioritize guest requests Proficiency in using multiple communication channels, including email, phone, and messaging platforms Ability to work in a fast-paced environment and adapt to changing priorities and deadlines Strong analytical skills, with the ability to track and measure guest inquiries and conversion rates Preferred Qualifications In addition to the essential qualifications, we prefer candidates with the following skills and experience: Experience working with short-term rental platforms, such as bolthires and VRBO Knowledge of Excel and other data analysis tools Experience with guest vetting and screening processes Ability to work in a remote environment and maintain high levels of productivity and motivation Fluency in multiple languages, with a focus on languages commonly spoken by our guests Skills and Competencies To succeed in this role, you will need to possess the following skills and competencies: Excellent communication and interpersonal skills, with the ability to build strong relationships with guests and colleagues Strong problem-solving and analytical skills, with the ability to resolve guest issues and improve processes Ability to work in a fast-paced environment and adapt to changing priorities and deadlines Strong attention to detail and organizational skills, with the ability to manage multiple tasks and prioritize guest requests Proficiency in using multiple communication channels, including email, phone, and messaging platformsCareer Growth Opportunities and Learning Benefits At blithequark, we are committed to providing our team members with opportunities for growth and development.As a Short-Term Rental Customer Service Representative, you will have the opportunity to: Develop your skills and expertise in customer service, guest vetting, and data analysis Collaborate with our team to improve processes and drive business growth Participate in training and development programs to enhance your knowledge and skills Contribute to the development of our guest experience and customer service strategies Work Environment and Company Culture blithequark is a dynamic and fast-paced company that values innovation, teamwork, and customer satisfaction.Our team is passionate about delivering exceptional guest experiences and driving business growth. As a member of our team, you will have the opportunity to work in a collaborative and supportive environment, with access to cutting-edge technology and tools. Compensation, Perks, and Benefits We offer a competitive compensation package, including: A salary range of $40,000 - $60,000 per year, depending on experience A comprehensive benefits package, including health insurance, paid time off, and retirement savings A generous bonus structure, based on individual and team performance Access to cutting-edge technology and tools, including cloud-based software and mobile devices A flexible and remote work environment, with the option to work from home or in our office If you are a motivated and customer-focused individual with a passion for delivering exceptional guest experiences, we encourage you to apply for this exciting opportunity.Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!