Short Term/Vacation Rental Review Specialist

Vacation/Short Term Rental Experience
Part time not more than 35 hours per week

About the Job
Here at Roami – Vacation Rentals, we are currently looking for a Review Specialist to join our team. We are a fast-paced growing vacation rental company based out of Miami Florida. Check us out at Click to view.

JOB DESCRIPTION:
Job Title: Review Specialist
Department: Guest Experience
Reports to the Messaging Support Manager

Email Processing: Review Specialist is responsible for the response in review in all communications coming from different OTA platforms such as Airbnb, VRBO, Click to view, Expedia, and Direct messages.

Job Descriptions:

In this position, the Review Specialist utilizes his attention to detail and ability to analyze, empathize and provide resolutions to guests and process their concerns. The Messaging Support Associate is responsible for researching the guest’s issues and making the relevant connections to the appropriate departments while providing the guests with clear and concise information and solutions.
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Thoroughly read and understand all training manuals.
Be available online with a solid internet connection at all times during your work hours.
Other duties may arise from time to time and may be assigned to the employee.

Required Qualifications of the Review Specialist
Experience: A candidate for the position must have had at least 3 years of working experience in customer service where he directly interacted with customers. Short-term vacation rental or hospitality experience is preferred but not required.
Communication Skills: Communication skills are one of the biggest requirements for this role. A candidate for the position must portray exceptionally strong verbal and written communication skills. The communication skills of the ideal candidate will have to convey a personable and patient demeanor, making the guests feel that they are talking to a knowledgeable individual who genuinely cares for their concerns or issues.
Problem Solving Skills: A candidate for this position must also demonstrate exceptional practical problem-solving skills and an ability to effectively interpret and process a variety of instructions and requests provided in oral, written, or scheduled form.
Technological Savvy: The Messaging Support Agent must possess exceptionally strong and intuitive technological skills. Knowledge of using new tools and platforms. The candidate must, therefore, be technologically flexible, being able to effectively use various technological communication channels to establish communication with guests and colleagues.
Interpersonal Skills: The candidate for the position must be resilient and not easily overwhelmed by numerous requests from guests. He will be an enthusiastic and service/consumer-oriented individual, be self-motivated, have an insatiable appetite for information, and have a strong and dedicated work ethic. The Messaging Support Associate ought to be confident, have strong listening and problem-solving skills, be highly organized, and have the ability to handle multiple guests and requests simultaneously.
People Skills: It is also extremely important that the candidate possess exceptional people skills that make him an approachable, warm, and relatable individual. This will establish a level of comfort for guests and colleagues who will not hesitate to express their concerns and give reliable feedback.

This position will support the Reservations & Operations team during EST.