Customer Service Specialist – Remote (Vacation Rental Support)
Généré automatiquement par Postule AI à partir de l’offre.
About the Role
Join Hire Hangar as a Customer Service Specialist supporting a portfolio of 108+ short-term vacation rental cabins in the Smoky Mountains. You'll be the primary point of contact for guests during assigned evening and weekend hours, providing round-the-clock support when the local on-site team is off. This role requires calm problem-solving, vendor coordination, and excellent communication to keep guests satisfied and ensure smooth handoffs to the daytime team.
What You'll Do
- Monitor and respond to guest messages across text, email, and platform messaging (Airbnb, VRBO, or similar) during assigned hours
- Answer guest calls and resolve common questions using a detailed property knowledge base covering cabin-specific details, check-in procedures, amenity instructions, and local information
- Coordinate after-hours maintenance by identifying issues, contacting appropriate local vendors, and keeping guests updated until resolution
- Escalate to the owner or daytime team when needed, providing clear summaries and documenting steps already taken
- Log all interactions and maintenance requests to ensure a clean handoff to the daytime team
What You Bring
- Prior experience in guest communications, customer service, or hospitality
- Excellent written and spoken English—guest interactions directly affect reviews and rebooking rates
- Genuine reliability during assigned hours with real availability
- Calm, proactive problem-solving skills under pressure, including handling upset guests during evening hours
- Ability to work independently from a knowledge base without constant escalation
- Bonus: Short-term rental, Airbnb, or VRBO experience; familiarity with property management systems like Guesty or Hostaway; or listing optimization experience
Schedule & Details
40 hours per week with non-negotiable weekend coverage. Primarily evening hours (U.S. Eastern Time), covering three days per week when the local team is off. Two consecutive scheduled days off per week.
Application Note
Complete the full application form and record a required video as part of the interview process. Video submission is mandatory for consideration.
Cette description d'emploi a pu être reformatée par Postule pour améliorer sa lisibilité et sa présentation. Le contenu et les informations restent fidèles à l'offre d'emploi originale. .