Customer Service Specialist

📋 Description

• Monitor and respond to guest messages across text, email, and platform messaging (Airbnb, VRBO, or
• Answer guest calls and resolve common questions using a detailed property knowledge base —
• Coordinate after-hours maintenance: identify the issue, contact the right local vendor, and keep
• Escalate to the owner or daytime team when needed, with a clear summary and steps already taken
• Log all interactions and maintenance requests for a clean handoff to the daytime team

🎯 Requirements

• Prior guest communications, customer service, or hospitality experience
• Excellent written and spoken English — guest interactions directly affect reviews and rebooking
• Genuinely reliable during assigned hours — real availability, not approximate
• Calm, proactive problem-solver under pressure — handling an upset guest at 11pm is part of the job
• Comfortable working from a knowledge base without constant escalation
• Bonus: prior short-term rental/Airbnb/VRBO experience, familiarity with Guesty, Hostaway, or

🎁 Benefits

• Competitive pay
• Vetted employers
• Real growth opportunities