Customer Experience Agent

2 months ago

Salem, United States Portoro Full time
Who we are

Portoro is a branded, tech-enabled property management company for premium vacation rental homes in top-tier leisure destinations. Portoro curates a select network of large, premium vacation homes that provide guests with more consistency in quality and service, yet more diversity in experiences. We are raising the bar for the $100+ billion growing STR industry.

What we are looking for

Portoro is seeking a qualified Guest Experience Agent to provide world-class customer service to our guests. The ideal candidate will have experience communicating with customers directly through a variety of channels including phone, SMS, and email. The Guest Experience Agent is responsible for resolving guest issues, responding to booking inquiries, and taking a guest first approach during all interactions. This person loves turning negative experiences into positive memories by working with internal teams to ensure every stay is a 5-star luxury experience.

This is a hybrid role with both in office hours and remote at home hours.

The schedule for this role is Wednesday to Sunday: 10:00am to 6:30pm PST.

What you'll do
    • Communicate with guests through inbound or outbound channels including email, SMS, and phone.
    • Make reservations for customers by matching their inquiries with available properties.
    • Resolve customer escalations as they arise with prompt and courteous solutions.
    • Update all systems with necessary information throughout the day.
    • Work with field teams to resolve issues as they arise for guests.
    • Provide accurate information to guests about their properties and reservations.
What you'll need
    • 2+ years experience in customer service required
    • Experience working in remote contact center, short-term rental company, or other hospitality related field a plus
    • Experience working with Guesty PMS a plus
    • Superior verbal and written communication skills
    • Ability to work a flexible schedule including nights, weekends, and holidays as needed to support the needs of a 24/7 business
    • Reliable, with the ability to self-manage, meet key deadlines and prioritize work
    • A home office or space with the ability to eliminate outside distractions
Perks and Benefits
    • Pay: $17 to $20 per hour Depends on Experience
    • Health, Dental, and Vision Benefits
    • Robust Paid Time Off
    • Regular company retreats and offsite meetings

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