Customer Experience Coordinator
Customer Experience Coordinator - Job Description
Home Sweet City is the highest rated short stay Property Management Company in Washington, D.C. We are a family owned company with 10+ years of experience managing high quality rental properties to ensure a 5 star experience for our guests.
We have an exciting opportunity for a dedicated and detail-oriented Customer Experience Coordinator to join our administration team managing 90+ (and growing), quality short term rental properties in the District, reporting directly to the CEO.
We are a close knit and highly successful team and the role requires someone who is a great team player, oozing positivity and great overall attitude to join our all star staff, with an aspiration to grow and develop personally and professionally.
The Customer Experience Coordinator is a pivotal member of the team, responsible for the guest and owner communications and day to day administration of the company. This is not a role for the faint hearted! It is fast paced, requires a very organized mindset and someone who likes the hustle. With multiple things going on at once, multi-tasking and keeping your cool is an essential part of every day. Unexpected challenges aise (maintenance, lock outs, etc.) and guests often need to be reassured and helped through their issue in detail. Not only are you someone who doesn't get flustered but your customer service and attitude have to be 5 star!
There are property owners, guests, cleaning crews and our field team to coordinate, and when issues arise, you will be the central point of contact, at the ready to think on your feet to problem solve and to make solutions happen.
They must be detail oriented, trained in customer service and hungry for a challenge in our fast-paced environment. As the team grows, the role will also include training new team members as they onboard to uphold our high standards and help grow our company culture.
We use multiple software platforms (from our computer as well as smartphone) for our operations and expect the candidate to adopt these systems and processes as part of their day to day.
We are in the hospitality business and so this is not a typical 9-5 / Monday through Friday role. Our busiest times are weekends and so working on the weekends is to be expected and to be on call during some evenings if necessary.
Most of our teams are Spanish speaking and so bi-lingual is a definite plus. Experience in the hospitality/customer service industry is also a plus.
DAY TO DAY RESPONSIBILITIES
Creating new property listings (writing listing description, editing photos, and setting up in our software system)
Guest Communication (inquiries, troubleshooting guest issues, pricing, answering questions, adjusting reservations and text / email automations from our property management software)
Owner Communication (Owner bookings, pricing edits, facilitating transition, coordinating maintenance, onboarding new owners including setting up on owner portal)
Coordinating maintenance with 3rd party vendors (plumbers, HVAC techs etc)
Pricing and rate monitoring / adjustments in our pricing software
Generating reports for field team (urgent instructions, guest check out information etc)
Adjusting transactions, tracking expenditure, for our monthly bookkeeping process
Gaining a full understanding of our property management software (Guesty)
Submitting and tracking guest damage claims
Tracking new homeowner leads, and following up with initial correspondence
Managing the internal sharing of info
Creating property cheat sheets, property guides & welcome signs
Responding to reviews
Grasshopper communication / phone & text (with owners, vendors, and guests)
Training and helping new team members
Attend scheduled team meetings, usually held on a weekly/bi-weekly basis.
REQUIREMENTS
Maintain a positive and professional customer service attitude at all times
Respect and maintain team dynamic, putting the team and company before self.
Assist and support other team members as needed.
Work Hours: 40+ hours per week. Must be available on weekends (shift / rotation)
This is an office position based in Washington D.C., with some flexibility on remote working.
QUALIFICATIONS
Most of our teams are Spanish speaking and so bi-lingual is a definite plus. Experience in the hospitality/customer service industry is also a plus.
English written & spoken (required) Spanish written & spoken (preferred)
Customer Experience Coordinator - Job Description
Home Sweet City is the highest rated short stay Property Management Company in Washington, D.C. We are a family owned company with 10+ years of experience managing high quality rental properties to ensure a 5 star experience for our guests.
We have an exciting opportunity for a dedicated and detail-oriented Customer Experience Coordinator to join our administration team managing 90+ (and growing), quality short term rental properties in the District, reporting directly to the CEO.
We are a close knit and highly successful team and the role requires someone who is a great team player, oozing positivity and great overall attitude to join our all star staff, with an aspiration to grow and develop personally and professionally.
The Customer Experience Coordinator is a pivotal member of the team, responsible for the guest and owner communications and day to day administration of the company. This is not a role for the faint hearted! It is fast paced, requires a very organized mindset and someone who likes the hustle. With multiple things going on at once, multi-tasking and keeping your cool is an essential part of every day. Unexpected challenges aise (maintenance, lock outs, etc.) and guests often need to be reassured and helped through their issue in detail. Not only are you someone who doesn't get flustered but your customer service and attitude have to be 5 star!
There are property owners, guests, cleaning crews and our field team to coordinate, and when issues arise, you will be the central point of contact, at the ready to think on your feet to problem solve and to make solutions happen.
They must be detail oriented, trained in customer service and hungry for a challenge in our fast-paced environment. As the team grows, the role will also include training new team members as they onboard to uphold our high standards and help grow our company culture.
We use multiple software platforms (from our computer as well as smartphone) for our operations and expect the candidate to adopt these systems and processes as part of their day to day.
We are in the hospitality business and so this is not a typical 9-5 / Monday through Friday role. Our busiest times are weekends and so working on the weekends is to be expected and to be on call during some evenings if necessary.
Most of our teams are Spanish speaking and so bi-lingual is a definite plus. Experience in the hospitality/customer service industry is also a plus.
DAY TO DAY RESPONSIBILITIES
Creating new property listings (writing listing description, editing photos, and setting up in our software system)
Guest Communication (inquiries, troubleshooting guest issues, pricing, answering questions, adjusting reservations and text / email automations from our property management software)
Owner Communication (Owner bookings, pricing edits, facilitating transition, coordinating maintenance, onboarding new owners including setting up on owner portal)
Coordinating maintenance with 3rd party vendors (plumbers, HVAC techs etc)
Pricing and rate monitoring / adjustments in our pricing software
Generating reports for field team (urgent instructions, guest check out information etc)
Adjusting transactions, tracking expenditure, for our monthly bookkeeping process
Gaining a full understanding of our property management software (Guesty)
Submitting and tracking guest damage claims
Tracking new homeowner leads, and following up with initial correspondence
Managing the internal sharing of info
Creating property cheat sheets, property guides & welcome signs
Responding to reviews
Grasshopper communication / phone & text (with owners, vendors, and guests)
Training and helping new team members
Attend scheduled team meetings, usually held on a weekly/bi-weekly basis.
REQUIREMENTS
Maintain a positive and professional customer service attitude at all times
Respect and maintain team dynamic, putting the team and company before self.
Assist and support other team members as needed.
Work Hours: 40+ hours per week. Must be available on weekends (shift / rotation)
This is an office position based in Washington D.C., with some flexibility on remote working.
QUALIFICATIONS
Most of our teams are Spanish speaking and so bi-lingual is a definite plus. Experience in the hospitality/customer service industry is also a plus.
English written & spoken (required) Spanish written & spoken (preferred)