Customer Service Associate
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Customer Service Associate

About the job

We are onefinestay, the world''s leading luxury private rental brand, where guests receive a unique opportunity to live like a local in exceptional private residences in the worlds most thrilling destinations. Our mission is to provide our guests and homeowners with superior service, setting us apart from our competitors. Our service team members are our front line specialists who ensure our guests have an unforgettable stay and our homeowners are kept in the loop on any issues that may arise. The service team is responsible for tasks ranging from everyday fantastic customer service to organizing maintenance contractors and coordinating with other teams.

Ultimately the right person for this role will be a bit like us! passionate, dedicated to others, trustworthy and out of the ordinary.

Duties and responsibilities

  • Answer inbound calls and Emails from our guests/homeowners and provide them with friendly efficient solutions to any issues or requests they may have while in stay.

  • Liaise between guests, homeowners, and contractors to fix any home repairs that arise during the stay.

  • Collect detailed information from customers and the field to formulate a resolution response to issues within service delivery and cost guidelines.

  • Manage challenging communications with high value customers (homeowners, guests, and travel agents) who are unsatisfied with our service, product or resolution offered.

  • Coordinate issue resolution tasks within the field efficiently, whilst keeping the customer informed of your and their actions; field resources (maintenance technicians, contractors, cleaners, stay managers etc.) will be shared across departments, thus an ability to prioritize and communicate effectively is essential for the daily running of the operations.

  • Assess the impact of the issue(s) experienced by the customer - taking into account the lifetime value of the customer, the impact on the brand and our contractual obligations - to offer a satisfactory compensation package within our guidelines, delivered in a way that emphasizes luxury hospitality standards. (Issues worked on will mostly be within, but not restricted to, your region.)

  • Collectively with the team, you’ll drive high NPS and customer satisfaction scores.

  • Work with your peers and management to drive organizational and process improvements throughout the business to prevent repeat issues from occurring.

Qualifications and experience

  • Excellent communication skills, with the ability to communicate difficult messages clearly and empathetically; fluency in written and spoken English is required, and other languages (particularly French and Italian) are highly beneficial

  • An active listener who can think quickly and critically under pressure

  • Able to confidently solve complex problems, while maintaining customer satisfaction and controlling costs

  • A keen commercial sense and operational coordination experience

  • Possess the ability to deliver luxury hospitality services to all of our guests

  • Superb organization skills in order to prioritize and manage a large volume of cases during peak periods, as well as work autonomously

  • Ability to calmly thrive under pressure, perform consistently and work with a sense of urgency

  • Prior experience working in the hospitality industry, as well as with CRM''s is a plus!

 *Please note: Flexible availability is a MUST for this position. We operate on a rotating schedule, which includes a combination of day & night shifts, weekends and occasional holidays.

Why join us?

  • Accelerated accountability and learning

  • Health benefits package
  • Exposure to a wide range of jobs in the organization

  • A relaxed and challenging work environment with people like you

About you

See description
  • Language required: English.

The company

We started onefinestay to give people a new way to experience a place – staying in the finest homes in our favourite cities, with an unprecedented level of service and care. We're the only company that visits and vets each home in person.

We’re bringing handmade hospitality to the world’s greatest cities. And we’re looking for talent to help us build it, evangelise about it, and deliver it to create great experiences. We’re doing something no one has ever done before and there are myriad things we need help with. Whether it’s to take care of our guests and our members (and their homes), sell onefinestay to homeowners and would-be guests, or refine our background operations, we’re setting ourselves the highest standards, scrutinising our processes and generally bending technology to our will.

Can you picture yourself bringing handmade hospitality to the world’s greatest cities? We’re looking for people who treat their work as a craft and want to make an impact from the first minute. Are you that special someone? Come. Join us - find out more at onefinestay.com/jobs

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Customer Service Associate

Los Angeles, CA, United States

Full-time, Indefinite

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