Lakeshore Talent

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Lakeshore Talent is currently seeking a Customer Service Representative for one of their clients, a Denver-based company. This is a remote, contract to hire position and pays $18/hour.

 

Background check required upon hire.

 

Job Description:

We are looking for a Customer Service Representative to be the go-to for information and solution for the company as they work to build their vacation rental business and provide 5-star experiences to guests. This role is intended to reduce written communication backlogs and maintain service levels during the company’s peak season. You’ll build loyalty one interaction at a time by providing thoughtful, compassionate assistance.

 

Responsibilities:

  • Provide an exceptional customer experience, using emotional intelligence and problem-solving skills to provide accurate answers and find solutions
  • Interact with owners over email in a professional manner that seeks to understand before providing solutions
  • Support Owners in making changes and updates to their listings and bookings
  • Help owners navigate s systems, policies, and processes
  • Collaborate with teammates in Owner Success and across the company to provide timely solutions that support both guests and homeowners
  • Categorize incoming emails to ensure work is appropriately routed
  • Support department goals and service levels by meeting performance standards of 15-20 new interactions responses daily
  • Maintain a response time of no more than 24 hours on ongoing interactions

 

Qualifications:

  • Must have access to a personal computer
  • 1-2 years of experience of email-based customer service
  • Excellent written communication skills
  • High level of professionalism
  • Hospitality mindset: you have a passion for the customer experience and a genuine desire to want to help others; you’ll always go the extra mile to make sure the job gets done right
  • Willingness to ask questions and communicate openly and honestly in order to gain the knowledge and skills needed to meet performance expectations
  • Empathy: you understand other perspectives, listen effectively to recognize and exceed the needs of every stakeholder
  • Active-listening: you can make others feel heard by patiently listening to them to understand, not to reply
  • Experience using  online tools and resources to find information and communicate with other team members
  • Basic computer skills required: creating bookmarks, opening new tabs, saving passwords, opening and editing documents, creating and sending emails
  • Salesforce, Zoom, and Google Suite experience preferred

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