Who we are
Portoro is a branded, tech-enabled property management company for premium vacation rental homes in top-tier leisure destinations. Portoro curates a select network of large, premium vacation homes that provide guests with more consistency in quality and service, yet more diversity in experiences. We are raising the bar for the $100+ billion growing STR industry.
What we are looking for
Portoro is seeking a qualified Guest Experience Agent to provide world-class customer service to our guests. The ideal candidate will have experience communicating with customers directly through a variety of channels including phone, SMS, and email. The Guest Experience Agent is responsible for resolving guest issues, responding to booking inquiries, and taking a guest first approach during all interactions. This person loves turning negative experiences into positive memories by working with internal teams to ensure every stay is a 5-star luxury experience.
This is a hybrid role with both in office hours and remote at home hours.
The schedule for this role is Wednesday to Sunday: 10:00am to 6:30pm PST.
What you'll do
Communicate with guests through inbound or outbound channels including email, SMS, and phone.
Make reservations for customers by matching their inquiries with available properties.
Resolve customer escalations as they arise with prompt and courteous solutions.
Update all systems with necessary information throughout the day.
Work with field teams to resolve issues as they arise for guests.
Provide accurate information to guests about their properties and reservations.
What you'll need 2+ years experience in customer service required
Experience working in remote contact center, short-term rental company, or other hospitality related field a plus
Experience working with Guesty PMS a plus
Superior verbal and written communication skills
Ability to work a flexible schedule including nights, weekends, and holidays as needed to support the needs of a 24/7 business
Reliable, with the ability to self-manage, meet key deadlines and prioritize work
A home office or space with the ability to eliminate outside distractions
Perks and Benefits Pay: $17 to $20 per hour Depends on Experience
Health, Dental, and Vision Benefits
Robust Paid Time Off
Regular company retreats and offsite meetings
Receive real-time job alerts and never miss the right job again
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