Customer Support Specialist

Overview: As a Customer Support Specialist, you will be the main point of contact for our guests. You will handle inquiries, resolve issues, and ensure our guests have a seamless experience. You will collaborate with our team to address concerns related to bookings, property maintenance, and overall guest satisfaction. Responsibilities: -Provide excellent customer service by promptly addressing guest inquiries, complaints, and requests. -Resolve booking issues, including cancellations, modifications, and conflicts. -Coordinate with maintenance, cleaning, and other contractors to address property concerns and ensure timely resolutions. -Handle guest check-ins and check-outs, ensuring a positive experience. -Monitor and respond to guest reviews, addressing feedback and resolving any issues. -Create door codes for guests. -Maintain accurate records of interactions and resolutions in the database or Asana. -Use property management software (e.g., Hostaway) to track bookings and manage guest information. -Conduct research as needed to support customer inquiries. -Assist with general administrative tasks related to customer support as needed. Qualifications: -Strong communication skills, both written and verbal, with a professional and empathetic approach. -Proficiency in property management software (e.g., Hostaway) and Excel for data management and reporting. -Excellent problem-solving abilities and the capacity to handle multiple tasks effectively. -Ability to work independently and manage time efficiently in a fast-paced environment. -High attention to detail and a commitment to delivering exceptional customer service. -Understanding of short-term rental operations and guest management. -Team player with the ability to collaborate effectively and contribute to a positive work environment.