Customer Service Manager for Airbnb Rentals (remote)

Overview:

We are seeking a part-time communications manager to join the Hospitality team at Flexhome. Flexhome is Milwaukee's leading furnished housing provider with a growing presence in Chicago. We rent fully furnished apartments on a nightly to monthly basis and advertise them on sites like Airbnb, Vrbo, and Booking.com. We operate 100 units across the downtown Milwaukee area and have recently expanded to 25 units in Chicago.

The Hospitality Manager role requires +/-20 hours per week, from 3pm-10pm CST on Tuesdays and Wednesdays, and 5pm-10pm CST on Thursdays. The role is fully remote as we rely heavily on software like Slack to collaborate in real time and replace the need for in-person meetings.

The ideal candidate will have experience in customer service and hospitality, strong attention to detail, and excellent skills with modern technologies, multitasking, and conflict resolution.

If you are a motivated individual with a passion for customer service, we encourage you to apply for this exciting opportunity.

Responsibilities:

Provide customer service to Flexhome guests
• Conduct guest screening to ensure safety and security and comply with Flexhome and property partner requirements
• Provide booking suggestions, make alterations, and otherwise manage all guest reservations
• Use our digital communication systems to manage guest communications (messages, emails, calls, texts, etc.)
• Respond to guest communications and address concerns in a timely, friendly and efficient manner
• Field guest complaints, conduct research, and negotiate solutions for guest satisfaction
• Troubleshoot maintenance and technology issues, lockouts, and other guest issues

Coordinate operational needs with Flexhome staff
• Schedule and monitor repairs & maintenance needs while coordinating with guests, Flexhome staff, property partners, vendors, and other stakeholders
• Work closely with Field Team to schedule turnovers and other tasks

Oversee various other tasks for Flexhome properties
• Serve as a point of contact for property partner communications
• Manage listing marketing and make revisions as needed
• Analyze guest reviews to determine opportunities for improvement
• Manage social media and periodic public relations activities

Skills:
• Positive attitude and exceptional customer service presence

• Excellent communication skills, both written and verbal

• Strong organizational and time-management skills

• Strong multi-tasking skills

• Must be technologically inclined with highly efficient navigation of web browsers and apps
• Proficiency in spreadsheets, word documents, and similar operational software
• Ability to work independently as well as part of a team

Requirements:

• Willing to work at least 3 days a week including holidays

• Reliable smartphone, computer, and high-speed wifi connection at all times

• Ability to respond to any message in 5 minutes or less

• College diploma or equivalent
• 2+ years of experience in customer service, hospitality, or related field
• Ability to pass a background check

• 2-3 references from past or current supervisors

• Various other onboarding requirements

Job Type: Part-time

Pay: $20.00 per hour

Shift:
• Evening shift
• Night shift

Work Location: Remote

Job Type: Part-time

Pay: $20.00 per hour

Expected hours: 20 per week

Shift:
• Evening shift

Work Location: Remote

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