Remote Customer Service Representative

Only apply if the following 4 things are true

• You are prepared to arrange a reference call with one of your last 2 employers.
• You are not easily overwhelmed by a high volume of tasks (calls, messages, emails, and admin work). Peak tourist season gets intense.
• Your English writing and speech is near perfect with the ability to understand some common English idioms.
• You have high speed internet and a quality computer that will allow for video team meetings and voice over internet phone calling. 100 Mbps download and 10 Mbps upload (speed test will be required).

Are you ready to take the lead in delivering exceptional customer service for Heirloom Vacations, all from the comfort of your home in Mexico? Join our team as a Remote Customer Service Representative and play a vital role in providing outstanding guest service remotely! If you excel in customer service and attention to detail, we will train you on the industry!

At Heirloom Vacations, we’re pioneers in property management and Airbnb services in Duluth, MN, and the surrounding areas. We take immense pride in creating exceptional experiences for our guests and residents while overseeing boutique hotels and vacation rentals. Join our dynamic team and be a key player in elevating the hospitality industry in our beautiful region. As our business expands, we’re excited to promote this subcontractor remote role within our Vacation’s Department!

• Providing efficient, cheerful, and professional assistance to all callers; maintaining high service standards in all interactions.
• Addressing guest concerns via email, phone calls and/or direct messaging; diligently working to resolve issues.
• Efficiently managing the team email inbox.
• Making a high volume of outbound guest welcome calls.
• Responding to guest questions, concerns and/or inquiries promptly, professionally, and empathetically in written/verbal form.
• Escalating issues to supervisor team as needed per protocol procedures.
• Completing scheduled payments from all reservation types.
• Document and track all guest reviews; maintaining a detailed record of all data as assigned.
• Main tasks include, but are not limited to, guest interaction, customer reviews, resolutions of discrepancies, and file management.
• Completing other miscellaneous administrative tasks as assigned by supervisor.
• Maintain strict confidentiality of guests and all related parties involved in day to day business interactions.
• We do not do debt collection but there are times you may be required to reach a past guest to request payment when their payment didn’t work.

• Previous customer service call center experience of 2 years in the hospitality industry is a nice bonus!
• Exceptional organizational skills with great attention to detail.
• In-depth knowledge of guest service and satisfaction.
• Ability to independently resolve issues as they arise.
• Strong communication skills, both written and verbal; in English is a requirement.
• Team player with the ability to own your day and work independently without direct supervision.
• Strong computer and software skills a requirement.
• Preferably with Apple Computer experience, but PC experience is acceptable.
• Adept in Microsoft Office Word, Excel Spreadsheets and Google G‑Suite.

• Excellent telephone and interpersonal skills.
• Effective verbal and written communication abilities.
• Basic computer skills and knowledge.
• Strong organizational and multitasking skills.
• Fluent in speaking and writing in English language is a requirement.

• Must…