Customer Experience Agent

Position Title:

OPERATIONS SPECIALIST

Reports To:

REGIONAL OPERATIONS MANAGER

Description:

Operations Specialists at Black Swan are key staff members that integrate directly with guests & local teams to ensure the highest level of guest experience. These team members are the first point of contact for guests, and act as the communication conduit and problem solving mechanism for most reservations.

Key responsibilities include but are not limited to the following:

● Booking, modifying, and canceling guest reservations● Answering guest questions via phone, text, and email● Troubleshooting guest issues such as TV, WiFi, parking, unit access, etc.● Fielding, resolving, and escalating guest complaints● Tracking and reporting maintenance issues, cleanliness issues, guest feedback, etc.● Developing relationships with 3rd party vendors such as cleaning vendors, maintenance vendors, and building staff.● Processing various types of payments● Audit cleans via cleaning software to maintain quality assurance● Updating key property information to ensure accuracy

Job Requirements:

● Hotel Operations experience a plus● Short Term Rental (Airbnb) Operations experience a plus● Residential Apartment Management experience a plus● Proficiency using various types of software programs such as Google Suite, Microsoft Suite, Property Management systems, etc.● Must possess excellent customer service & communication skills● Ability to multitask handling several situations at once● Multi-Lingual a plus● Must have the ability to work from home with occasional travel to various locations across the United States● Must be able to provide own mobile phone for work use

Compensation & Benefits:

● Hourly wage between $14-17 per hour DOE● Discounted stays for friends and family● Opportunity to travel and see some of the greatest cities in the country● Opportunity to join a fast growing company with room for professional growth!● Flexible work schedule● Ability to work from ANYWHERE

Job Types: Full-time, Part-time, Contract

Pay: $14.00 - $17.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 4 hour shift
• 4x10
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Weekend availability

Experience:

• Hospitality: 1 year (Preferred)

Work Location: Remote