Concierge Phone Associate

About the Job:Here at Roami - Vacation and Rental the Phone Associate position is a crucial part of our team in helping ensure our guests have a memorable experience by doing whatever it takes to provide a problem-free stay

Telephone Processing:

• The Phone Support Specialist is responsible for the provision of exceptional customer service for guests through inbound or outbound telephone calls. The Phone Support utilizes his attention to detail and active listening skills to guests and processes their concerns. The Phone Support Associate is responsible for researching the guest’s issues and making relevant connections to the appropriate departments while providing the guests with clear and concise information and solutions.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Thoroughly read and understand all training manuals.
• Perform tasks using the tools such as Contivio (phone system, slack, OTA platforms, Property Management System, and other systems provided.
• Be available online with a solid internet connection at all times during your work hours.
• Other duties may arise from time to time and may be assigned to the employee.

Required Qualifications of the Phone Support Associate Experience: 

• A candidate for the position must have had at least 3 years of working experience in customer service where he directly interacted with customers.
• Short-term vacation rental or hospitality experience is preferred but not required.

Communication Skills:

• Communication skills are one of the biggest requirements for this role. A candidate for the position must portray exceptionally strong verbal and written communication skills.
• The communication skills of the ideal candidate will have to convey a personable and patient demeanor, making the guests feel that they are talking to a knowledgeable individual who genuinely cares about their concerns or issues.

Problem-Solving Skills:

• A candidate for this position must also demonstrate exceptional practical problem-solving skills and an ability to effectively interpret and process a variety of instructions and requests provided in oral, written, or scheduled form.

Technological Savvy:

• The Customer Support Agent must possess exceptionally strong and intuitive technological skills.
• Knowledge of using new tools and platforms.
• The candidate must, therefore, be technologically flexible, being able to effectively use various technological communication channels to establish communication with guests and colleagues.

Interpersonal Skills:

• The candidate for the position must be resilient and not easily overwhelmed by numerous requests from guests. 
• The candidate will be an enthusiastic and service/consumer-oriented individual, be self-motivated, have an insatiable appetite for information, and have a strong and dedicated work ethic.
• The Phone Support Associate ought to be confident, have strong listening and problem-solving skills, be highly organized, and have the ability to handle multiple guests and requests simultaneously.

People Skills:

• It is also extremely important that the candidate possess exceptional people skills that make for an approachable, warm, and relatable individual.
• This will establish a level of comfort for guests and colleagues who will not hesitate to express their concerns and give reliable feedback.

REQUIREMENTS:

• Fluent in English.
• Able to multitask well, in particular when dealing with guests at once.
• Committed to completing assignments timely and accurately.
• Experience in Hospitality or Short Term Rental.
• Team player with a positive attitude.
• Experience working in a troubleshooting role.
• Professional physical appearance. This means good hygiene, business dress, and most importantly, a quiet work environment (no barking dogs in the background), and very fast/stable internet.
• Familiarity with CRM/PMS.
• Must have a desktop/laptop Processor: Intel Core i5-9400 or AMD Ryzen 5 3400G.
  RAM: 16.0 GB.

Please note that employment with Roami is contingent upon completing a pre-employment background check. This may include verification of employment history, criminal record, and other relevant information. By applying for this position, you consent to these checks.

Roami is an equal-opportunity employer committed to providing accommodations to applicants with disabilities following the ADA. If you require accommodations during the application or interview process, please contact hr@roami.com.  We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected status.
About RoamiRoami is a next-generation hospitality company built on trust, innovation, and  play. Roami is consistently authentic, reliable, and guest-focused.
Please note that employment with Roami is contingent upon successfully completing a pre-employment background check. This may include verification of employment history, criminal record, and other relevant information. By applying for this position, you consent to these checks.

Roami is an equal-opportunity employer and is committed to providing accommodations to applicants with disabilities in accordance with the ADA. If you require accommodations during the application or interview process, please contact hr@roami.com.  We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected status.

About Roami:

Roami is a next-generation hospitality company built on trust, innovation, and play. Roami is consistently authentic, reliable, and guest-focused. WHY ARE WE HERE? Roami is the future of travel, offering cool spaces and accommodations meant to provide the most memorable experiences for modern roamers, in groups or solo. HOW ARE WE DIFFERENT? Roami controls the entire building, not just a few doors or floors, and leverages existing technology to elevate the standard guest amenity and service experience. As a result, guests are provided a more professional, reliable, and safe stay while owners rely on Roami as a partner in improving the quality and value of their buildings.

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