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Customer Engagement Representative

2 months ago

San Antonio, Texas, United States Sonder Full time

Sonder is transforming the hospitality landscape through cutting-edge, technology-driven services and beautifully curated accommodations, all integrated into a single, seamlessly managed experience. Since our inception in 2014 and with our headquarters in San Francisco, Sonder has opened the door to 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 providing self-service features and 24/7 support at their fingertips. From effortless self check-in to boutique bathroom amenities, we deliver the finest aspects of a hotel without the unnecessary formalities.

As a Customer Engagement Representative, you will be the first point of contact for our guests, addressing inquiries, resolving issues, and managing reservation requests as necessary, all while enhancing the overall guest experience. With requests coming in around the clock, our representatives play a crucial role in communicating directly with guests and collaborating with our city teams to uphold our brand promise and ensure guest satisfaction.

Key Responsibilities:

  • Serve as the primary contact for guests through phone, email, and messaging platforms.
  • Gain comprehensive knowledge of our travel services to effectively address guest inquiries.
  • Respond to, troubleshoot, and resolve guest concerns promptly and positively.
  • Manage the booking process from initiation to completion when overflow requests arise.
  • Coordinate with local teams to address on-ground issues and keep guests informed.

Qualifications:

  • Minimum of two years of post-secondary education.
  • At least two years of experience in customer-facing roles (retail, contact center, food service, etc.).
  • Ability to thrive in a fast-paced, rapidly evolving environment.
  • Strong problem-solving capabilities.
  • Excellent interpersonal skills with a passion for communication via phone, email, and chat.
  • Proficient computer skills.
  • A sense of humor and a positive attitude.
  • Reliable transportation.
  • Flexibility to accommodate a varied work schedule.
  • A quiet workspace and dependable internet connection are essential for remote work.
  • Bilingual proficiency in English and Spanish is a plus.

This position requires proof of full vaccination against COVID-19 as part of the pre-employment process. Individuals with medical or religious exemptions may request accommodations.

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 visionary company and a team of intelligent, ambitious colleagues.

Diversity and Inclusion:

We are an equal opportunity employer and value diversity within our organization. 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.

Qualified individuals must be able to perform essential job functions satisfactorily. Reasonable accommodations may be made for individuals with disabilities. For accommodation requests, please reach out through the designated channels. Please note that resumes sent to this email will not be reviewed.