Customer Experience Specialist
6 days ago
Job Title: Customer Experience Specialist
We are seeking a highly skilled Customer Experience Specialist to join our team at Bold Business. In this role, you will be responsible for delivering exceptional customer service and ensuring a seamless guest experience from pre-arrival through check-out.
About the Role:
- Develop relationships with local service providers, maintain awareness of events and community activities, and update the home manual and local area guide for the company website.
- Review guest bookings, create and deliver personalized Welcome Letters, contact guests to review needs and services, coordinate and book client and owner requests, and provide detailed guest itineraries and confirmations.
- Maintain weekly schedules, conduct pre-arrival inspections, meet guests for check-in (unless a contactless check-in is requested), conduct home walk-throughs, track and report incidental charges, and conduct post-departure inspections.
- Respond to home issues promptly, address service gaps, resolve and escalate complaints, and maintain effective communication with guests to ensure a positive experience.
- Enter weekly reports into the internal database, prepare guest itineraries, and update weekly reporting.
Key Requirements:
- Candidates based in or near South Lake Tahoe are strongly preferred.
- Hospitality, customer service, real estate, property management, concierge, sales, or related background preferred.
- Excellent knowledge of Lake Tahoe and surrounding areas.
- Enjoy interacting with guests, with a friendly and professional demeanor and strong attention to detail.
- Strong communication skills over the phone, by text, via email, and in person.
- Ability to read and adapt to each guest's personality, acting according to their preferences.
- Excellent guest recovery skills and the ability to handle stressful client interactions with positivity and professionalism.
- Self-sufficient, highly organized, with the ability to multi-task and follow through.
- Proficiency in Microsoft Office.
- Comfort with home electronics is a plus.
- Must have a reliable and presentable vehicle (gas stipend applies).
- Ability to work a flexible schedule, including nights, holidays, and weekends based on occupancy.
Salary Estimate: $55,000 - $65,000 per year, depending on experience and qualifications.
About Us: Bold Business is a leading global business processing outsourcing firm with over 25 years of experience and $7B+ in client engagements. We enable small and publicly traded businesses to scale by providing global outsourcing talent services.
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