Seasonal Remote Guest Services Agent

Why Guest Happiness at Avari

We are building the most trusted and elevated guest experience in the vacation rental industry. The Guest Happiness Contact Center is crucial to that. As a Guest Happiness Lead Agent, you will play a key role in the execution of all guest-facing support operations across Avari’s multi-market portfolio.

What You’ll Do (Key Accountabilities)

• Handle tier 1 contacts from Avari customers and guests center agents that have questions, issues, and escalations. Type of contacts to handle include: Voice, SMS, Chat, and Email for guests that already have a reservation or that may be inquiring about a new one.
• A shift-to-shift workload of your own guest cases/tasks, to ensure they are triaged, tracked, and resolved within SLA’s.
• Follow the progress of guest cases/tasks that you generated. Raise awareness to management when progress and completion of tasks are not meeting guests' expectations.
• Collaborate with GH leadership and field ops managers on guest resolutions and resolving escalations.

Skills and Qualifications

• Prior work in vacation rental management or hospitality industry in general, is preferred.
• 6 months onsite or remote Contact Center experience or equivalent.
• Reside currently or previously in select Avari vacation markets in our East or West region.
• Data entry skill: ability to efficiently use a keyboard and interact effectively with various computer applications simultaneously.
• Computer Skills: familiarity with Microsoft products including Word and Excel skills.
• Prior use of platforms for contact center, knowledge base, and WFM oversight.

Position Expectations

• Reliable internet connection, must meet a minimum of 50 mbps
• Available to work Sunday through Saturday, Weekends, Early mornings, Evenings, Standard workweek (40 scheduled hours)
• Not required for this position
• Ability to move freely (standing, stooping, walking, bending, pushing, pulling, and repetitive hand/finger motions)

Benefits and Perks

• Medical, dental, and vision insurance
• Employer-sponsored and voluntary supplemental benefits
• 401(k) plan with immediate 100% company match on the first 4% contributed
• Flexible Spending Accounts (health and dependent care)
• Paid vacation and sick time
• Employee Assistance Program (EAP)

Part-time, seasonal, and intermittent employees may not be eligible for all benefits. Eligibility will be reviewed after the first 90 days of employment.

Other Duties

This job description does not identify every requirement of the position. Avari may change position requirements, responsibilities, and work environment at any time with or without notice.

Equal Opportunity Employer

Avari is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate against applicants based upon race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or veteran status or other classes protected by applicable law.

Work Environment

Indoor, Telework eligible

Structure of the position

fixed schedule + variable schedule