online customer service agent

Company Overview:
Marbella Lane is a leading vacation rental property management company dedicated to providing exceptional experiences for guests and homeowners alike. We pride ourselves on delivering top-notch customer service and ensuring memorable stays for our guests.

Job Description:
As a Customer Service Representative at Marbella Lane, you will play a vital role in ensuring guests have a seamless and enjoyable stay at our vacation rentals. You will be the primary point of contact for guests and property owners, addressing inquiries, resolving issues, and maintaining a high level of customer satisfaction.

Qualifications:
Previous experience in customer service, hospitality, or property management is must.
Experience at online plat form like airbnb, Vrbo, Click to view, expedia is a must
Demonstrates active listening and can leverage probing question skills
Excellent communication and interpersonal skills.
Strong problem-solving abilities and a proactive approach to guest and owner satisfaction.
Prior experience in vacation rental property management is a plus.
Previous experience or knowledge in property management systems is a plus.
Ability to multitask and prioritize in a fast-paced environment.

Job Description: CSR- Agent

1. Respond to customer inquiries, concerns, and requests related to property rentals, leases, maintenance, repairs, and other property management services. Providing information, guidance, and assistance to customers in a professional and timely manner.
2. Review any past interactions with the customer and their previous inquiries and responses
3. Conducting research and gathering information to address the customer’s concern or question
4. Compiling and organizing the relevant information to deliver effective troubleshooting and resolutions to customers in a professional and timely manner.
5. Efficiently locate and engage third-party technicians or contractors online, as needed, to ensure swift issue resolution and seamless operational continuity.
6. Ensuring that the customer fully understands the information and answer provided and addressing any further questions or concerns they may have.
7. Communication with property owners: Coordinating with property owners or landlords to provide updates on tenant issues, property maintenance, vacancies, or any other matters requiring owner involvement.
8. Handle and resolve tenant complaints or disputes, investigating issues, and taking appropriate actions to address concerns and ensure customer satisfaction.
In summary, the customer service representative assists guests by offering useful information, responding to inquiries, and handling complaints. They serve as the first point of contact for clients and customers and work to make sure that they are happy with the services and overall stay in the property.