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Hospitality Support Representative

2 months ago

San Antonio, Texas, United States Sonder Full time

Sonder is transforming the hospitality landscape with cutting-edge, technology-driven services and beautifully curated accommodations, all integrated into a single, efficiently managed experience. Founded in 2014 and based in San Francisco, Sonder is dedicated to providing exceptional stays across a diverse range of lodging options, including rooms, suites, and apartments in over 30 cities across eight countries and three continents. Our innovative app empowers guests by offering self-service features and 24/7 support at their fingertips, ensuring a seamless experience that combines the best aspects of a hotel without the traditional formalities.

As a Customer Experience Specialist, you will serve as the primary point of contact for our guests, addressing inquiries, resolving issues, and managing reservation requests as necessary. Our Customer Experience Specialists play a crucial role in enhancing the guest experience by collaborating closely with our city teams to uphold our brand promise and meet the diverse needs of our guests.

Key Responsibilities:

  • Act as the first point of contact for guests through various communication channels including phone, email, and messaging.
  • Acquire comprehensive knowledge of our travel services to effectively address guest inquiries.
  • Timely and positively respond to and resolve guest concerns.
  • Manage the reservation process when overflow requests arise from the Central Reservations Team.
  • Coordinate with local teams to address on-ground issues and keep guests informed.

Qualifications:

  • Completion of at least two years of post-secondary education.
  • A minimum of two years of experience in customer-facing roles (e.g., retail, contact centers, food service).
  • Ability to thrive in a fast-paced, rapidly evolving environment.
  • Strong problem-solving capabilities.
  • Excellent interpersonal skills with a passion for engaging with others.
  • Proficient computer skills.
  • A sense of humor and a positive attitude.
  • Reliable transportation.
  • Flexibility to work varied hours.
  • A quiet workspace and dependable internet connection are required for remote work.
  • Bilingual proficiency in English and Spanish is a plus.

Benefits:

  • Competitive salary.
  • Generous stock option plan.
  • Comprehensive medical, dental, and vision insurance.
  • Paid time off for exempt team members; non-exempt team members accrue paid time off.
  • Annual credits and discounts for stays at Sonder properties.
  • A dynamic work environment with a team of intelligent, ambitious, and enjoyable colleagues.

Diversity and Inclusion:

Sonder is an equal opportunity employer that values diversity within our workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.

We are committed to ensuring that all qualified individuals can perform essential job functions and will provide reasonable accommodations as needed.