Sr Guest Experience Specialist for Relocation Services Job at Vacasa, United States

  • Vacasa
  • United States

Job Description

Why Vacasa

We started with just one home and an idea: to bring homeowners and renters together with smart technology and caring local teams. Today, we’re the largest full-service vacation rental company in North America thanks to the people who give us their best every day. You’ll fit right in here if you’re curious, entrepreneurial, and thrive in a rapid-growth environment.

What we’re looking for

Vacasa​ ​is​ ​seeking​ ​a​ ​hard-working,​ ​dedicated​ ​individual​ ​to​ ​help​ ​us​ ​promote​ ​our​ ​large​ ​and​ ​quickly​ ​growing portfolio​ ​of​ ​vacation​ ​homes​ ​while​ ​supporting​ ​and​ ​mentoring​ ​our​ ​Guest​ ​Services​ ​team.​ ​This​ ​individual​ ​will report​ ​to​ ​one​ ​of​ ​the​ ​Guest​ ​Services​ ​Team​ ​Leaders​ ​and​ ​will​ ​be​ ​an​ ​hourly​ ​position.

This position is 100% remote


  • $17.50 - $19.50 / hour. Actual pay will vary based on a candidate's skill, experience, education and/or location. 
  • Additional benefits and perks information below

What you’ll do

  • Provide​ ​mentoring,​ ​guidance,​ ​and​ ​support​ ​for​ GX ​Agents,​ ​as​ ​needed​ ​in​ ​resolving​ ​difficult​ ​customer​ ​questions​ ​or​ ​problems.
  • Be​ ​responsible​ ​for​ ​assisting​ ​with​ ​customer​ ​escalations​ ​by​ ​taking​ ​incoming​ ​phone​ ​calls,​ ​making outbound​ ​calls​ ​as​ ​needed,​ ​and​ ​responding​ ​to​ ​emails​ ​on​ ​a​ ​daily​ ​basis​ ​from​ potential and/or ​existing​ ​guests​ ​who​ ​have questions​ ​or​ ​concerns​ ​regarding​ ​a​ ​variety​ ​of​ ​service​ ​issues​ ​including​ ​but​ ​not​ ​limited​ ​to:
    • an​ ​existing,​ ​unpaid,​ ​and/or​ ​high​ ​risk​ ​reservation. 

    • a​ ​problem/concern​ ​that​ ​emerged​ ​during​ ​and/or​ ​after​ ​their​ ​stay. 

    • modifying​ ​an​ ​existing​ ​reservation. 

    • cancelling​ ​a​ ​reservation. 

    • entering​ ​and/or​ ​modifying​ ​owner​ ​holds. 

    • researching​ ​and​ ​processing​ ​escalated​ ​refunds.

    • reserving​ ​a​ ​home​ ​or​ ​homes​ ​nationally​ ​and/or​ ​internationally. 

    • pricing​ ​for​ ​short​ ​and​ ​extended​ ​stays.

    • amenities​ ​and​ ​features​ ​of​ ​specific​ ​properties. 

    • area​ ​attractions,​ ​local​ ​events,​ ​rental​ ​equipment​ ​etc. 

    • special​ ​events;​ ​​​ ​family​ ​vacations,​ ​weddings,​ ​reunions,​ ​corporate​ ​events,​ ​etc.

  • Assist​ ​with​ ​monitoring​ ​the​ ​inbound​ ​volumes​ ​of​ ​missed​ ​calls,​ ​voicemails,​ ​and​ ​emails​ ​and​ ​help​ ​to identify​ ​any​ ​trends.
  • Offer assistance with forced moves.
  • Handling escalated GX issues.
  • Be​ ​at​ ​the​ ​forefront​ ​of​ ​the​ ​company​ ​working​ ​in​ ​a​ ​fast-paced,​ ​dynamic​ ​environment​ ​as​ ​the​ ​go-to​ ​person for​ ​our​ ​potential​ ​guests. 
  • Collect​ ​and​ ​process​ ​payments. 
  • Being assigned ad-hoc tasks, as needed.

What you’ll need

  • High School Diploma or GED equivalent
  • Requires the ability to work a flexible schedule including nights, weekends, and holidays as needed to support the needs of the business.
  • Demonstrated ability to:
    • Engage with our guests and owners in a way that enhances their Vacasa experience.
    • Communicate in a positive, professional, empathetic, and “customer-centric” manner via phone, email, and chat.
    • Use appropriate spelling, punctuation, and grammar in all written communication.
    • Listen attentively and ask probing questions to clarify the problem/concern at hand.
    • Embrace and adopt change in a fast-paced and constantly changing work environment.
    • Work effectively both independently and as a member of the team.
    • Multi-task, prioritize, and use a variety of systems and tools.
    • Be open to coaching and feedback.
    • Perform other related roles and responsibilities as assigned or required in response to business needs.
  • Attention to detail.
  • Previous travel or industry-related experience and bilingual skills preferred but are not required.
  • Ability to work from home and resides in one of the followings states: AK, AL, AZ, CA, CO, DE, FL, GA, HI, ID, IL, IN, LA, MA, MD, ME, MI, MN, MO, MT, NC, NH, NJ, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, or WY

What you’ll get

  • Health/dental/vision insurance—100% coverage option based on hours worked
  • Employer Sponsored & Voluntary Supplemental Benefits based on hours worked
  • 401K retirement savings plan with immediate 100% company match on the first 6% you contribute 
  • Health & Dependent Care Flexible Spending Accounts based on hours worked
  • Paid vacation & sick days
  • Employee Assistance Program
  • Career advancement opportunities
  • Employee discounts 
  • All the equipment you’ll need to be successful
  • Great colleagues and culture
  • Please visit our careers page to review our full benefits offerings

Vacasa is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate against applicants based upon race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or other classes protected by applicable law. Veterans are encouraged. 

Vacasa is committed to maintaining a safe and productive work environment. Possession, use, or being under the influence of alcohol or illegal drugs in the workplace is prohibited.

An offer of employment for this role will be contingent upon the successful completion of a background check.


Job Tags

Hourly pay, Holiday work, Local area, Immediate start, Remote job, Work from home, Flexible hours, Night shift,

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