Vacancy expired!
We are seeking a Client Support Specialist to help us meet the needs of both our guests who are staying in our rental homes, and the owners of those homes.
When you're on vacation, the last thing you want to is to have something go wrong or not work the way it's supposed to. Our Client Support Specialists answer phone calls, text messages, emails, etc from clients who have issues while they are staying in the home. Our goal is to make any unforeseen problem go away as quickly as possible so that they can continue focusing on what matters - enjoying their stay!
This role is the front line for our clients, and quickly responds to all contacts in a professional and pleasant manner. The goal is to troubleshooting over the telephone as much as possible, and then actas dispatch to coordinate on-site repairs if needed.
We wish that all guests were understanding when something goes wrong, but as they view their vacation is being ruined, sometimes they can be "edgy." The ideal candidate will have a strong but compassionate personality, to help the client feel heard and supported. Thick skin and being motivated by helping others are great traits for this role.
In addition to helping clients, this role also helps support our property management department with administrative duties, and other tasks as needed.
What are the hours?We are currently looking for a part time person (15-20 hours), to assist us with our weekend shifts, and to be flexible to help during the week as needed. This position is remote and will require the candidate have access to a recent smartphone, a computer system, and reliable high-speed internet.
The official job description is as follows:Note, the official title for this position is "PM Support Technician"
Strong Customer Service skills and professional presentation to support PM Depart in dealing with Guests, Property Owners and Team Members to resolve reported property issues by contributing information, pictures, solutions and remote support.
Serve as primary support troubleshoot residential systems remotely: i.e. TV/Internet, Appliances, HVAC, Water Heaters, Plumbing, Hot Tubs & Fireplaces (gas & wood).
Serve as primary guest support to address any questions or concerns during an active reservation.
Ensure all records for reported issues are accurate and maintained in real time.
Respond to all Guest-reported issues within one hour and ensure that Guests are contacted once resolution plan is known to support complete communication.
Log all reported issues in VRM within 24 hours.
Ensure that resolution for all reported issues are recorded within 24 hours.
Provide daily summary at close of shift to ensure a smooth transition for morning PM Admin Team.
Complete Monthly Batch Work Orders.
Support maintenance of CM Safety Manual and Procedures.
Routinely (i.e. 2-weekends per month) serve rotation for after-hour calls during the week and on-call for weekends as part the Property Management Maintenance Team.
Work within a paperless work environment to send/ receive communications, assignments and work documentation on mobile devices in real time.
Perform other related duties as assigned by supervisor.
Observe established policies and procedures for CM and all applicable vacation rental regulatory requirements for NC Property Management Companies.
This job description is not intended to be all-inclusive and this position may perform other related duties as required to meet the ongoing needs of Carolina Mornings.
Minimum 2 years proven administrative record keeping and customer support experience.
Read and write in English in order to follow written directions and submit document details.
Communicate accurately and clearly both orally and in writing.
Demonstrated ability to use computer/mobile device programs such as email, basic spreadsheets, online documents & forms, mobile device camera, GPS, smartphone and text to support working in a paperless work environment.
Excellent time management skills and ability to multi-task and prioritize work.
Attention to detail and problem solving skills.
Perform assigned duties with attention to detail, speed, accuracy, follow-through while displaying a courteous, cooperative attitude.
Manage stress, maintain focused and positive attitude amidst change or under pressure.
Take direction and work collectively as part of a team.
Work with minimum supervision and be comfortable with on-demand work assignments.
Punctuality and regular, reliable attendance.
Flexible work schedule required which will include weekdays, weeknights, weekends, and Holidays.
All your information will be kept confidential according to EEO guidelines.
