Communications and Customer Relations Specialist
We are looking for motivated, organized individual to help us exceed the expectations of our guests. This is a full time position in NYC. The ideal candidate should be passionate about delivering top quality customer service.
All applications should in a cover letter with 4-6 sentences on why you would be a good fit for the position.
Qualifications:
- Strong communication skills
- Detail oriented and highly organized
- Shows initiative, excellent multi-tasker
- Experience managing team members and providing feedback
- BA or BS from an accredited university
Responsibilities include:
- Manage our growing team of Virtual Hosts to ensure that guests are receiving timely and correct responses
- Handle escalations from Virtual Hosts quickly to ensure guest satisfaction
- Create help documentation and conduct regular training sessions for Virtual Hosts
- Prepare a weekly report on Virtual Host performance and schedule a weekly feedback call with each member of the Virtual Host team
- Resolve payment issues in accordance with our payment schedule and cancelation policies
- Coordinate maintenance requests and ongoing maintenance with our building maintenance teams and local contractors
- Communicate with cleaning staff to address any issues, including guest complaints
- Schedule regular cleaning inspections for all cleaners and make sure all results are logged to create our cleaner quality score
- Analyze guest feedback and reviews and prepare a weekly report with suggestions
- Propose improvements to our guest and staff communication procedures