Job description

COMPANY

Gather Vacations is a full-service luxury property management company representing over 400 short-term and long-term rentals across the state of Hawaii. Our objective is to take exceptional care of our client's properties while maximizing returns and providing an exemplary level of service to owners, guests, and tenants alike.

We attract affluent guests through our extensive marketing platform and deliver an outstanding and personalized experience to every guest. Our dedicated team of professional property management experts combined with our industry-driven tech solutions makes it so that we can support unique needs and preferences at every step.

We believe our independent local property managers deliver a higher quality of care to our owners, homes, and guests while we take care of everything else. Our local teams have real ownership and their actions show it.

POSITION

Customer Support

ROLE & RESPONSIBILITIES

We are looking for a detail-oriented, organized, patient, and personable individual to join our vacation rentals customer support team. This is a great entry-level position in our fast-growing company, that consists of assisting vacation rental guests with their existing reservations. The right person will have plenty of opportunities for advancement as well as learn new skills. As part of the team, you will manage guest relationships and deliver exceptional service, while helping customers complete their payments, signing their contracts and other essential paperwork, extending or canceling their stay, and any other requests that may come up after the booking has been confirmed by our sales team.

REQUIREMENTS

Think you have what it takes? Here is what you will need to deliver:

• Provide exceptional customer service to vacation rental guests during every interaction by applying established principles and standards

• Answer guest calls and quickly determine their needs as well as the best person in the company available to help them

• Process, modify and cancel existing reservations with a great level of accuracy and efficiency

• Collect outstanding payments owed from guests

• Effectively communicate any pre-arrival issues to guests such as nearby construction, road closures, amenity changes, etc

• Be the first line of defense for any conflicts that may arise with guests

• Update and maintain all reservation documents and correspondence

• Coordinate any travel partner and OTA escalations

• Assist all other vacation rental departments as needed with a high level of responsiveness and professionalism

• Handle customer escalations, provide appropriate solutions and alternative options in a timely manner

Who you are and what you’ve accomplished:

1. You have at least 2 years of e-commerce Customer Service experience, preferably in the Hospitality industry

2. You always put customers first and truly care about their needs

3. You have proven organizational skills which are reflected in effective prioritizing, multitasking, follow-up, and ultimate delivery of commitments

4. You have excellent written and verbal communication skills and you enjoy talking on the phone

5. You go above and beyond for your customers and offer exceptional customer service

6. You are calm and collected when unexpected situations arise and you can confidently find creative solutions to issues as they arise

7. You have a positive attitude and adapt easily to a fast-paced working environment and ever-changing industry

COMPENSATION

This is a work-from-home, full-time employee position, and will be eligible for company-sponsored health insurance, 401K, and other benefits.

Job Type: Full-time

Pay: $42,000.00 - $48,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Day shift

Application Question(s):

• The hours for this position are Tuesday - Saturday 8:30 AM - 5 PM. Can you work this schedule?

Experience:

• E-commerce Customer Support: 2 years (Preferred)
• Call center: 4 years (Preferred)

Work Location: Remote

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