Customer Service Specialist
Core
Guest point of contact for short-term vacation rental cabins in the Smoky Mountains, providing 24-hour support primarily during evenings and weekends.
Role type
Customer Service Specialist (Hospitality/Short-term Rental)
Builds
Guest satisfaction and smooth handoffs to the daytime on-site team for a portfolio of 108+ cabins.
Domain
Hospitality / Short-term vacation rentals
Deliverable
client delivery
Required skills
Guest communications, problem-solving under pressure, vendor coordination, written and spoken English, property knowledge base usage
Preferred skills
Short-term rental experience, Airbnb/VRBO familiarity, PMS (Guesty/Hostaway) knowledge, listing optimization
Responsibilities
Monitor and respond to guest messages across text, email, and platform messaging; Answer guest calls and resolve common questions; Coordinate after-hours maintenance and vendor contact; Escalate to owners or daytime team with summaries; Log all interactions and maintenance requests.
Seniority
Individual Contributor