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

Key Responsibilities:

• Responsible for answering calls using a phone system to address guests' inquiries regarding their bookings, cancellations, refunds, and other related matters across various platforms such as Airbnb, Expedia, BDC, VRBO, and property management systems like Guesty.
• Responsible for actively engaging with potential guests to close sales whenever possible, the reservation specialist guides guests through the booking process, highlights property benefits, addresses concerns, and encourages guests to finalize their reservations and process payments, ensuring a seamless and successful sale closure.
• Resolving guests' complaints: Responsible for handling customer complaints, such as issues with booking reservations, property conditions, or unexpected changes to the booking.
• Responsible for managing booking modifications, such as changes to reservation dates, guest counts, and other requests.
• Collaborating with other departments: You may also collaborate with other departments within the company to provide seamless customer service and support.
• Utilization of tools: Required to use the company’s tools and software needed on daily operations.
• Required to perform tasks or projects assigned at any time.

Qualifications:

• Proficiency in phone skills
• Customer service experience: Prior experience in customer service, preferably in a hospitality or travel-related industry, is highly desirable. At least 3 years. 
• Attention to detail: You must be detail-oriented and able to manage multiple tasks and priorities simultaneously.
• Problem-solving skills: You should have excellent problem-solving skills and the ability to think creatively to resolve customer issues.
• Technical proficiency: You must be comfortable working with computers and various software applications, such as email, chat, and property management systems.
• Adaptability: As a remote worker, you must be comfortable working independently and adapting to changing priorities and workflows.
• Time management skills: You should be able to prioritize tasks and manage your time effectively to ensure timely responses to guest inquiries.
• Positive attitude: A positive attitude and a strong work ethic are critical to success in this role.
• Skilled in teamwork and cooperation: We pride ourselves on maintaining a happy and enjoyable work environment, and we're looking for someone who shares that same attitude. We believe that a positive and fun-loving team makes for a more productive and fulfilling workplace. The ideal candidate will not only excel in collaborating with others but also contribute to the positive atmosphere of our team.

There is a two-week comprehensive training followed by a nesting period.
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 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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