What are the responsibilities and job description for the Customer Service Representative position at GoodNight Stay, LLC?
Description
Why Good Night Stay?
Goodnight Stay is the premier luxury corporate and vacation rental management company, utilizing cutting-edge technology and leveraging its 25 years of experience to provide an unparalleled experience through thoughtful curation and design, high standards of excellence, and impeccable customer service. Our team is passionate about cultivating unforgettable, amazing experiences for all of our guests. After all, a life well-lived is a life full of incredible memories. If this sounds like a mission you'd be proud to support, read on!
What GoodNight Stay is looking for:
The Customer Service Representative assists us to build the brand and provide service to our guests. The primary duties will be to assist guests who have confirmed reservations in any of our homes. This might include pre-arrival questions regarding how the home is stocked and furnished, sending clear arrival instructions, responding to in-house guest needs such as assistance using the WiFi, and post-stay follow up to encourage guests to leave feedback and reviews. The customer service professional is structured, familiar with the hospitality industry and ready to grow exponentially with a company that is exploding in size.
Requirements
Duties/Responsibilities:
* Primary duty will be to handle inbound/outbound customer service calls through phone, text, email and web based platforms.
* Manage online guest communication through various booking platforms to answer questions, provide home access instructions, verify payments, and other management to support confirmed reservations.
* Collaborate with team to identify opportunities, plan, and execute management of potential customer issues.
* Learn and communicate company services and policies and stay on top of policy changes
* Handle large volume of calls, online messages, and Slack communications simultaneously and formulate solutions
* Attend weekly department meetings
*Work within our management tool to document all situations
*Maintain homeowner and property information with in our management tool
*Attend all regular local team and corporate team meetings.
*Learn and use all software and online systems that support the operation. This currently includes, but is not limited to, Streamline, AirBnB, VRBO, Microsoft Exchange Email, Monday.com productivity management, and Slack.
*Dispatch maintenance or field as needed and coordinate repairs with vendors
*Will handle guest payments and changes to bookings based on company guidelines
*Read, understand, and follow all Corporate directives including email correspondence, SOPs, the Employee Handbook, marketing materials, etc.
*Ability to be a calming force when difficult situations arise. Ability to express empathy to the guest in times of stress, work with other team members, and problem-solve the situation. ]
*Ability to work in a fast-paced, dynamic, and luxury hospitality service environment while remaining calm and productive under pressure.
*Must be able to build our guests’ confidence in the GoodNight Stay brand
* Other responsibilities as assigned.
Must have reliable transportation.