![Portoro](https://media.trabajo.org/img/noimg.jpg)
Customer Experience Agent
2 months ago
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.
- 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
- 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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