Job Description
Looking for an intermediate to experienced customer service representative to help with the following tasks for a portfolio of 45 vacation rental/ airbnb homes in the U.S. (Texas region):
- MUST SPEAK FLUENT SPANISH AND ENGLISH (these are the required qualifications and if you do not speak SPANISH - please do not apply)
- Looking for an evening time VA (4-9PM Central standard time) - morning shift is not available
- Respond to customer inquires and issues within a 5-15 minute timeline
- Update listings with updated photo captions, listing descriptions, updated minimum stay settings on a daily basis
- Maintain occupancy levels at target throughout the month
- Log customer issues in spreadsheet and track customer resolution timelines
- Log damage claims in Airbnb/VRBO and submit evidence and organize into folders and track resolution payouts
- Log & track maintenance and repair items and update guests on timeline
- Schedule routine maintenance items for properties
- Track Airbnb resolutions and damage claims
- Collect and input customer data into Hostfully platform
- Create customer codes for lock and home access on a daily basis
- Audit messaging and ensure timely messages are sent to guests for check in, check out, lock issues
- Log daily cleaning charges into spreadsheet & reconcile weekly
- Coordinate cleanings with cleaning team as needed through communication platforms
Softwares used on Daily basis would include:
- Hostfully- customer relationship management system and messaging platform
- Airbnb/VRBO/Expedia
- Monday.com
- Pricelabs - pricing platform for listings
- Google Voice/OpenPhone
- Lock Sytems: Schlage Encode, Ultraloq U-Tec
- Security Systems: Simplisafe, Ring, Blink
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