Customer Service Representative Job at Agent

Job Description

Seeking an experienced Customer Service Representative (CSR) with at least 2 years of short-term rental industry experience to join our growing property management team. This role is ideal for a hospitality-driven professional who thrives in a fast-paced environment and is passionate about delivering consistent 5-star guest experiences. The CSR will serve as the primary afternoon/evening point of contact for guests, homeowners, housekeepers, and internal team members. This position requires strong communication skills, attention to detail, and the ability to proactively resolve issues while maintaining our high service standards.

Job Responsibility

Provide 5-star customer service across all communication channels (several)
Respond promptly to guest inquiries and manage reservation modifications
Send same-day check-in instructions following company protocols
Review guest questionnaires and ensure reservation details are accurate
Vet all guests and maintain updated tracking spreadsheets
Monitor Lock systems and assist with codes
Keep listings updated and ensure accuracy across platforms (including Zillow)
Manage guest reviews and escalate 3-star or lower reviews with detailed reporting
Coordinate with housekeeping and property care teams to resolve guest issues
Communicate reservation date changes to Rental Guardian
Maintain accurate calendars, blocks, and cancellations
Monitor Slack channels and update tasks on Monday/Breezeway
Ensure maintenance requests are properly communicated and tracked
Perform daily operational tasks such as trash reminders and departure review adjustments
Support special projects and additional team requests as needed

Requirements

Minimum 2 years' experience in short-term rental or hospitality management
Strong English written and verbal communication skills
Proven ability to manage multiple tasks in a deadline-driven environment
High attention to detail and strong organizational skills
Experience with property management software, Slack, and task management systems preferred
Problem-solver with a calm, professional demeanor under pressure