Customer Service Specialist

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Customer Service Specialist
Full-Time · Remote (U.S. Eastern Time Hours)

About the Role
In this role, you'll be the guest's point of contact during your assigned hours for a portfolio of 108+ short-term vacation rental cabins in the Smoky Mountains. We provide guests with round-the-clock, 24-hour support, and this role covers the hours our local, on-site team is off — primarily evenings. It's a weekend-driven business that runs 365 days a year. Your ability to stay calm under pressure, solve problems independently, and coordinate with local vendors will be essential to keeping guests happy and the daytime team set up for a smooth handoff.

What You'll Do

• Monitor and respond to guest messages across text, email, and platform messaging (Airbnb, VRBO, or similar) during assigned hours

• Answer guest calls and resolve common questions using a detailed property knowledge base — cabin-specific details, check-in procedures, amenity instructions, local info

• Coordinate after-hours maintenance: identify the issue, contact the right local vendor, and keep the guest updated until it's resolved

• Escalate to the owner or daytime team when needed, with a clear summary and steps already taken

• Log all interactions and maintenance requests for a clean handoff to the daytime team

What You Bring

• Prior guest communications, customer service, or hospitality experience

• Excellent written and spoken English — guest interactions directly affect reviews and rebooking

• Genuinely reliable during assigned hours — real availability, not approximate

• Calm, proactive problem-solver under pressure — handling an upset guest at 11pm is part of the job

• Comfortable working from a knowledge base without constant escalation

• Bonus: prior short-term rental/Airbnb/VRBO experience, familiarity with Guesty, Hostaway, or similar PMS, or listing optimization experience

Schedule 40 hours/week, weekend coverage non-negotiable. Covers the three days/week the current local team member is off, primarily evening hours Eastern. Two consecutive days off per week, scheduled.
Please NOTE

• It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps—the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.

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