**Experienced Virtual Assistant / Airbnb Customer Support Specialist for Short-term Rental Company – Contract To Hire**

Are you a highly motivated and tech-savvy individual with a passion for delivering exceptional customer service? Do you have a knack for problem-solving and a strong desire to propel your career forward? If so, we invite you to join our dynamic team as a Virtual Assistant / Airbnb Customer Support Specialist for Citizen Nomad, a leading short-term rental company. **About Us** At Citizen Nomad, we're revolutionizing the way people experience travel and hospitality. Our mission is to provide unparalleled service and unforgettable experiences for our guests, while fostering a culture of innovation, collaboration, and growth within our team. As a Virtual Assistant / Airbnb Customer Support Specialist, you'll play a critical role in driving our success and shaping the future of our company. **Job Summary** We're seeking an experienced and highly skilled Virtual Assistant / Airbnb Customer Support Specialist to join our team on a contract-to-hire basis. As a key member of our support team, you'll be responsible for managing and assisting with our short-term rental operations, including property management, guest communications, housekeeping coordination, and resolving guest issues in a timely and efficient manner. If you're a customer service rockstar with a passion for innovation and a drive to succeed, we want to hear from you! **Key Responsibilities** As a Virtual Assistant / Airbnb Customer Support Specialist, your key responsibilities will include: * **Guest and Reservation Management**: Manage and respond to guest inquiries, process reservations, and provide accurate information about our properties and neighborhoods. * **Virtual Property Management**: Assist with property management tasks, including housekeeping coordination, arranging amenities, and resolving guest issues. * **Cleaner Management, Scheduling, and Coordination**: Coordinate with cleaners and other vendors to ensure seamless operations and exceptional guest experiences. * **Airbnb Customer Support**: Provide exceptional customer service to Airbnb guests, addressing their concerns and resolving issues in a timely and efficient manner. * **Data Entry and Record-Keeping**: Accurately record and update guest information, reservation details, and other relevant data in our systems. **Success Metrics** To measure your success in this role, we'll be tracking the following key performance indicators: * **Quick Response Rate**: Maintain a quick response rate to all guest inquiries, ensuring timely and efficient communication. * **Issue Resolution**: Resolve all guest issues with a high sense of urgency, aiming to resolve 90% of issues within 3 hours or ASAP. * **Review Rating**: Contribute to a review rating of 4.8 or higher, demonstrating exceptional customer service and a commitment to excellence. **Essential Qualifications** To succeed in this role, you'll need: * **2+ years of customer service experience**: Proven track record of delivering exceptional customer service in a fast-paced environment. * **2+ years of vacation rental customer service or hotel experience**: Experience working in the short-term rental or hospitality industry, with a strong understanding of guest needs and expectations. * **Availability to work during normal U.S. business hours**: Must be available to work during standard U.S. business hours, with flexibility to work occasional evenings and weekends as needed. **Preferred Qualifications** While not required, the following qualifications will make you an even stronger candidate: * **Experience with Airbnb customer service**: Familiarity with Airbnb's customer service platform and processes. * **Ability to work with multiple technology platforms**: Proficiency in using multiple technology platforms, including CRM systems, property management software, and other tools. * **Tech Savvy**: Strong technical skills, including proficiency in Microsoft Office, Google Suite, and other productivity tools. **Additional Skills and Qualifications** To excel in this role, you'll need: * **Tech Savvy**: Strong technical skills, including proficiency in Microsoft Office, Google Suite, and other productivity tools. * **Strong Verbal, Written, and Reading Skills**: Excellent communication and writing skills, with the ability to read and understand complex information. * **Extreme Attention to Detail**: Meticulous attention to detail, with a focus on accuracy and precision. * **Outstanding Customer Service**: Proven track record of delivering exceptional customer service, with a commitment to excellence. * **Excellent Typing Skills**: Strong typing skills, including speed and accuracy. * **Creative Problem-Solving**: Ability to think creatively and develop innovative solutions to complex problems. * **Independent Thinker**: Self-motivated and independent, with the ability to work effectively in a remote environment. * **Strong Decision-Making Skills**: Ability to make sound decisions, with a focus on customer satisfaction and business outcomes. * **Excellent at Following Directions**: Strong ability to follow instructions and guidelines, with a focus on accuracy and precision. * **Conflict Resolution Experience**: Proven experience in resolving conflicts and addressing guest concerns in a timely and efficient manner. **Career Growth Opportunities and Learning Benefits** At Citizen Nomad, we're committed to helping our team members grow and develop their careers. As a Virtual Assistant / Airbnb Customer Support Specialist, you'll have access to: * **Ongoing Training and Development**: Regular training and development opportunities, including workshops, webinars, and online courses. * **Mentorship and Coaching**: Access to experienced mentors and coaches, who can provide guidance and support in your career development. * **Career Advancement Opportunities**: Opportunities to advance your career within the company, with a focus on promoting from within. * **Flexible Work Arrangements**: Flexible work arrangements, including remote work options and flexible hours. **Work Environment and Company Culture** At Citizen Nomad, we're proud of our dynamic and inclusive company culture. As a Virtual Assistant / Airbnb Customer Support Specialist, you'll be part of a team that values: * **Innovation and Creativity**: We encourage innovation and creativity, with a focus on developing new ideas and solutions. * **Collaboration and Teamwork**: We believe in the power of collaboration and teamwork, with a focus on building strong relationships and working together to achieve our goals. * **Customer Focus**: We're committed to delivering exceptional customer service, with a focus on meeting and exceeding guest expectations. * **Work-Life Balance**: We believe in maintaining a healthy work-life balance, with flexible work arrangements and a focus on employee well-being. **Compensation, Perks, and Benefits** As a Virtual Assistant / Airbnb Customer Support Specialist, you'll be compensated with a competitive salary, plus: * **Benefits Package**: Comprehensive benefits package, including health, dental, and vision insurance. * **Paid Time Off**: Paid time off, including vacation days, sick leave, and holidays. * **Professional Development Opportunities**: Ongoing training and development opportunities, including workshops, webinars, and online courses. * **Flexible Work Arrangements**: Flexible work arrangements, including remote work options and flexible hours. **How to Apply** If you're a highly motivated and tech-savvy individual with a passion for delivering exceptional customer service, we want to hear from you! To apply for this exciting opportunity, please click the link below and incorporate the word "Citizen Nomad" into your response. Apply To This Job **Simple Application Process** Ready to join our team? The first step is easy. Click apply now and we'll be in touch soon! Apply for this job