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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As published by ashby
Name, Email, Resume
- What is your phone number?
- How many years of experience do you have in a client-facing role? choose one
- Have you created onboarding guides or support videos for clients? choose one
- In 3-5 sentences, tell us why you are interested in this role. Make sure your english is perfectly checked and ready for us to read.
- Do you have experience working with a US company? yes / no
- Which of the following platforms have you used professionally? choose any
- How proficient are you in using a CRM choose one
- How would you rate your experience with HubSpot or another CRM? choose one
- Are you comfortable creating SOPs and visual guides using tools like Loom or Canva? yes / no
- Have you managed 5 or more client accounts at one time? yes / no
- Are you comfortable addressing misalignments or delays with clients or colleagues directly? yes / no
- What is your expected monthly salary in USD for a full-time position (40 hours per week)?
- What is your expected monthly salary in USD for a part-time position (20 hours per week)?
- What country will you be located in?
- Can you work from 9:00 AM to 5:00 PM EST? yes / no
- What is your English proficiency? choose one
- If you have a portfolio, please provide a link to it here. optional
- Can you complete this task, on the timeline requested? yes / no