Customer Service Manager for Luxury Short-Term Rentals and Vacation Properties on Airbnb, Vrbo, and Booking.com

Introduction to Flexhome and Our Vision

Imagine being part of a dynamic team that revolutionizes the way people experience short-term rentals and vacation properties. At Flexhome, Milwaukee's leading furnished housing provider, we are dedicated to offering exceptional guest experiences through our fully furnished apartments, rented on a nightly to monthly basis. With a growing presence in Chicago and over 100 units across both cities, we are seeking a highly motivated and experienced Customer Service Manager to join our Hospitality team. This is an exciting opportunity for someone who is passionate about customer service, hospitality, and ensuring that every guest feels at home in our properties.

About the Role

The Customer Service Manager role is a part-time position that requires 20 hours per week, working from 1pm-5pm CST, Wednesday through Sunday. As we continue to grow and expand our operations, there will be opportunities for additional hours and professional development. The ideal candidate will have a strong background in customer service and hospitality, with excellent communication skills, both written and verbal, and the ability to multitask and resolve conflicts efficiently.

Key Responsibilities

• Provide exceptional customer service to Flexhome guests, ensuring timely and friendly responses to all inquiries and concerns.
• Conduct thorough guest screening to ensure safety and security, complying with Flexhome and property partner requirements.
• Manage all aspects of guest reservations, including booking suggestions, alterations, and cancellations, using our digital communication systems.
• Respond to guest communications via messages, emails, calls, and texts, addressing concerns and resolving issues in a professional and efficient manner.
• Troubleshoot maintenance and technology issues, lockouts, and other guest issues, negotiating solutions for guest satisfaction.
• Coordinate operational needs with Flexhome staff, scheduling and monitoring repairs and maintenance, and working closely with the Field Team to schedule turnovers and other tasks.
• Oversee various other tasks, including serving as a point of contact for property partner communications, managing listing marketing, analyzing guest reviews, and managing social media and periodic public relations activities.

Essential Qualifications and Skills

To be successful in this role, you will need:

• A positive attitude and exceptional customer service presence.
• Excellent communication skills, both written and verbal, with the ability to articulate complex information clearly and concisely.
• Strong organizational and time-management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Strong multi-tasking skills, with the ability to navigate multiple web browsers and apps efficiently.
• Proficiency in spreadsheets, word documents, and similar operational software.
• The ability to work independently as well as part of a team, with a strong sense of initiative and self-motivation.

Preferred Qualifications and Experience

We are looking for candidates with:

• A college diploma or equivalent, with a minimum of 2 years of experience in customer service, hospitality, or a related field.
• A reliable smartphone, computer, and high-speed wifi connection, with the ability to respond to messages in 5 minutes or less.
• Availability to work 5 days a week, including weekends and holidays, from 1pm-5pm CST.
• The ability to pass a background check and provide 2-3 professional references from past or current supervisors.

Career Growth Opportunities and Learning Benefits

At Flexhome, we are committed to the growth and development of our team members. As a Customer Service Manager, you will have the opportunity to:

• Develop your skills and expertise in customer service, hospitality, and property management.
• Work with a dynamic and supportive team, with opportunities for collaboration and knowledge-sharing.
• Contribute to the growth and success of our company, with opportunities for professional development and advancement.

Work Environment and Company Culture

Our company culture is built on a foundation of excellence, integrity, and respect. We value our team members and strive to create a positive and supportive work environment, with:

• A flexible schedule, with the opportunity to work remotely and manage your own time.
• A competitive hourly rate, with opportunities for bonuses and incentives.
• A dynamic and supportive team, with regular communication and feedback.

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $20.00 per hour, with opportunities for bonuses and incentives. Our benefits package includes:

• A flexible schedule, with the opportunity to work remotely and manage your own time.
• A dynamic and supportive team, with regular communication and feedback.
• Opportunities for professional development and advancement, with training and support to help you grow and succeed.

Conclusion and Call to Action

If you are a motivated and experienced customer service professional, with a passion for hospitality and ensuring exceptional guest experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Manager at Flexhome, you will have the chance to make a real difference in the lives of our guests, while developing your skills and expertise in a dynamic and supportive environment. Don't miss out on this opportunity to join our team and contribute to the success of our company. Apply now and take the first step towards an exciting and rewarding career in customer service and hospitality.