Job Description

Remote Customer Service Representative (Subcontractor)

Are you ready to take the lead in delivering exceptional customer service for Heirloom Vacations, all from the comfort of your home in Mexico? Join our team as a Remote Customer Service Representative and play a vital role in providing outstanding guest service remotely! If you excel in customer service and attention to detail, we will train you on the industry!

Overview: At Heirloom Vacations, we're pioneers in property management and Airbnb services in Duluth, MN, and the surrounding areas. We take immense pride in creating exceptional experiences for our guests and residents while overseeing boutique hotels and vacation rentals. Join our dynamic team and be a key player in elevating the hospitality industry in our beautiful region. As our business expands, we're excited to promote this subcontractor remote role within our Vacation's Department!

Remote Customer Service Representative (Subcontractor) Responsibilities: As the Customer Service Representative for Heirloom Vacation Properties, your role is crucial in ensuring top-tier service to our guests. Your duties will include:

• Providing efficient, cheerful, and professional assistance to all callers; maintaining high service standards in all interactions.
• Addressing guest concerns via email, phone calls and/or direct messaging; diligently working to resolve issues.
• Efficiently managing the team email inbox.
• Making a high volume of outbound guest welcome calls.
• Responding to guest questions, concerns and/or inquiries promptly, professionally, and empathetically in written/verbal form.
• Escalating issues to supervisor team as needed per protocol procedures.
• Completing scheduled payments from all reservation types.
• Document and track all guest reviews; maintaining a detailed record of all data as assigned.
• Main tasks include, but are not limited to, guest interaction, customer reviews, resolutions of discrepancies, and file management.
• Completing other miscellaneous administrative tasks as assigned by supervisor.
• Maintain strict confidentiality of guests and all related parties involved in day to day business interactions.
• We do not do debt collection but there are times you may be required to reach a past guest to request payment when their payment didn't work.

Remote Customer Service Representative (Subcontractor) Desired Qualifications:

• Previous customer service call center experience of 2 years in the hospitality industry is a nice bonus!
• Exceptional organizational skills with great attention to detail.
• In-depth knowledge of guest service and satisfaction.
• Ability to independently resolve issues as they arise.
• Strong communication skills, both written and verbal; in English is a requirement.
• Team player with the ability to own your day and work independently without direct supervision.
• Strong computer and software skills a requirement. Preferably with Apple Computer experience, but PC experience is acceptable. Adept in Microsoft Office Word, Excel Spreadsheets and Google G-Suite.

Remote Customer Service Representative (Subcontractor) Key Skills:

• Excellent telephone and interpersonal skills.
• Effective verbal and written communication abilities.
• Basic computer skills and knowledge.
• Strong organizational and multitasking skills.
• Fluent in speaking and writing in English language is a requirement.

Remote Customer Service Representative (Subcontractor) Minimum Qualifications:

• Must be 18 years of age or older.
• At least 2 years of relevant experience.
• Must have and maintain the use of a secure WiFi connection.
• Must have and maintain the use of a working headset, computer, and WiFi-enabled cellphone for work-related communication.
• Ability to work remotely and maintain productivity while meeting desired metrics as assigned by supervisor.
• Physical Requirement: Ability to sit for up to 8 hours per day with breaks.
• Must be fluent in writing and speaking in English language.

Remote Customer Service Representative: Position Overview

Location: Fully Remote (Candidates located in Mexico)

Schedule: Varies/Rotating; 5 days per week.

Shift: Central Standard Time (CST) - Rotating Schedule of Nights/Days

• Shifts Explained:
  • 8 am to 5:30 pm (CST), five days per week (days vary)
  • Rotating every other week days and nights
  • 1:30pm - 11:00pm (CST) five days per week rotating (days vary)

Employment Type: Subcontractor, 40 hours per week; 1952 Hours per year contract

Compensation: $16000 pesos per month

If you're enthusiastic, customer-focused, and ready to help join our team in delivering exceptional service to our guests and residents remotely from Mexico, we encourage you to apply today! All resumes must be submitted in English. Join Heirloom Property Management and embark on an exciting career in vacation rental customer service.

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