Sr Guest Ex Specialist Contact Center

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. Robust local teams are vital for successful vacation rentals—so much so that local operations teams make up the majority of our workforce. Our operations teams help make vacation memories happen by ensuring a seamless stay for our guests.

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 in 100% remote. 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

Compensation 

•  $17.50 - $18.50 / hour. Actual pay will vary based on a candidate's skill, experience, education and/or location.
• More benefits and company 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. 
  • canceling​ ​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 in the GX Contact Center. .
• Offer assistance with guest relocations.
• Handling escalated GX issues.
• Working with support staff from channel partners such as Airbnb, Booking.com and HVMI. 
• Be​ ​at​ ​the​ ​forefront​ ​of​ ​the​ ​company​ ​working​ ​in​ ​a​ ​fast-paced,​ ​dynamic​ ​environment​ ​as​ ​the​ ​go-to​ ​person for​ ​our​ ​guests and operational staff. 
• Collect​ ​and​ ​process​ ​payments. 
• Being assigned ad-hoc tasks, as needed.
• Monitor live & recorded conversations & interactions of agents and execute applicable follow up & tracking.

Skills and Qualifications: 

Education 

• High School Diploma or GED equivalent.

Technical Skills

• 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.

Work Experience 

• Previous travel or industry-related experience and bilingual skills preferred but are not required.

Availability 

• Available to work Sunday through Saturday
• Available early mornings
• Available evenings
• Available overnight
• Standard workweek (Monday - Friday)

What you’ll get

• Health/dental/vision insurance - employee & family coverage options
• Employer Sponsored & Voluntary Supplemental Benefits
• 401K retirement savings plan with immediate 100% company match on the first 6% you contribute 
• Health & Dependent Care Flexible Spending Accounts
• Flexible vacation time
• Paid sick days and holidays 
• Paid parental leave after one year of tenure 
• Employee Assistance Program
• Career advancement opportunities
• Employee discounts and 
• 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.

Some positions may require that you drive a personal vehicle and/or company vehicle for work purposes. Employees who are required to drive a personal vehicle must have reliable transportation, a valid driver’s license, and be at least 18 years of age. Employees who are required to drive a company vehicle must have a valid driver’s license, be at least 21 years of age, and have been a licensed driver for no less than 3 years.

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

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