CX Specialist - Front Desk - Keystone, CO

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 the US 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.
Why Customer Experience at Vacasa
Our tight-knit team has a passion for solving problems, saving vacations, and spontaneous potlucks. And we're an incubator for future Vacasa leaders?our agents have graduated to roles in every other department.
What we're looking for
Vacasa is seeking hard working, energetic employees to help us maintain our large and quickly growing portfolio of vacation homes.
This is a part-time role. To start the hours will be Tuesday and Wednesday 8am-6pm.
What you'll do
A skilled CX Specialist will respond to guests who have existing reservations, help troubleshoot any issues, answer questions, and make sure the guest has an easy, fun, and unforgettable stay!
This individual will:
Be at the forefront of the company working in a fast-paced, dynamic environment as the go-to person for our guests and occasionally, our owners
Be responsible for taking incoming phone calls, making outbound calls as needed, and responding to emails or chats on a daily basis from existing guests who have questions or concerns about:
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
Collect and process payments for reservations with outstanding balances, reservations not paid at the time of online booking, declined credit cards etc.
On occasion, interact with a homeowner either over the phone or through email who may have questions about a reservation, statement or other concerns
Skills you'll need
High School Diploma or GED equivalent
Previous travel or industry related experience and bilingual skills preferred, but are not required
Requires 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 both over the phone, email and chat
Use appropriate spelling, punctuation, and grammar in all written communication skills
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 need
What you'll get
Health/dental/vision insurance?100% covered (dependent on hours worked)
401K retirement savings plan with up to a 6% company match
Vacation time
Paid sick leave and holidays
Career advancement opportunities
Employee discounts
All the equipment you'll need to be successful
Great colleagues and culture

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