Customer Service Representative

2 weeks ago

Whistler, British Columbia, Canada Vacasa Full time

About the Role

Vacasa is seeking a highly motivated and customer-focused individual to join our team as a Front Desk Specialist. As the first point of contact for our guests, vendors, and owners, you will play a critical role in delivering exceptional customer service and ensuring a seamless experience for our guests.

Key Responsibilities

  • Provide personalized attention to our guests and owners, responding to their inquiries and concerns in a timely and professional manner.
  • Act as the first point of contact for our guests, vendors, and owners, handling incoming phone calls, emails, and chats.
  • Assist with the creation and delegation of maintenance and housekeeping tickets, ensuring that our properties are well-maintained and our guests are satisfied.
  • Verify unit availability to assist with scheduling vendor or realtor visits, ensuring that our properties are prepared for guests.
  • Meet and maintain Vacasa standards and metrics, including guest satisfaction, accuracy, efficiency, and inquiry conversion to reservations.
  • Build and maintain business relationships with other internal support teams, ensuring seamless communication and collaboration.

Requirements

  • Technical computer skills, including proficiency in hardware and software applications.
  • Professional communication skills, including email, phone calls, video calls, and texts.
  • Ability to work well under pressure in an agile, fast-paced environment.
  • Excellent time management skills, with the ability to change activity frequently and cope with interruptions.
  • Highly responsive and reliable, with a strong attention to detail.
  • Prior housekeeping experience is a plus.

Work Environment and Physical Demands

  • Availability to work Sunday through Saturday, early mornings and evenings as needed.
  • Ability to use hands to finger, handle or feel, and reach with hands and arms.
  • Ability to stand, sit, and walk for an extended period of time.
  • Reach overhead and below the waist.
  • Regularly push, pull, and lift up to 25 pounds.
  • Occasionally lift or move up to 50 pounds.
  • Bend, stoop, squat, kneel, and twist.

What We Offer

  • Health/dental/vision insurance—100% coverage option.
  • Employer Sponsored & Voluntary Supplemental Benefits.
  • 401K retirement savings plan with immediate 100% company match on the first 6% you contribute.
  • Health & Dependent Care Flexible Spending Accounts.
  • Flexible vacation time.
  • Paid sick days and holidays.
  • Paid parental leave after one year of tenure.
  • Employee Assistance Program.
  • Career advancement opportunities.
  • Employee discounts and.
  • All the equipment you'll need to be successful.
  • Great colleagues and culture.

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