Job Description

Job Title: Bilingual Phone Support Associate
Department: Guest Experience
Reports to the Phone Support Manager.

Telephone Processing:

• The bilingual Phone Support Associate is responsible for the provision of exceptional customer service for guests through inbound or outbound telephone calls. The Phone Support Associate 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 the 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 AssociateExperience:

• 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 for 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. He 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 him 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.

About SextantStays.com:

WHY ARE WE HERE? Travelers were forced to choose between two flawed options: impersonal and expensive hotels or unreliable and inconsistent vacation rentals. The available accommodations didn’t fully meet travelers' needs, resulting in friction between owners, managers, and guests. HOW ARE WE DIFFERENT? Sextant Stays 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 Sextant Stays as a partner in improving the quality and value of their buildings.