TurnKey Vacation Rentals Guest Experience Supervisor in Austin, Texas
About Us: TurnKey Vacation Rentals (TurnKeyVR.com) is a leading, technology-enabled vacation rental management company started by former HomeAway/VRBO and Hotwire executives. We are well-funded, based in Austin and already operate in more than thirty markets, ranging from Santa Barbara to Vail to Ft. Lauderdale and numerous places in between. We are growing rapidly and our goal is to become the largest firm nationally, by offering homeowners advanced vacation rental management services, with higher revenues at lower cost. We offer competitive salaries and bonuses (commensurate with skills and experience) as well as stock options in our high-growth technology company.
We’re looking for a Guest Experience Supervisor to help lead our fast-paced team of passionate and dedicated Guest Experience Associates. You will play an active role in enhancing the quality and efficiency of the team, and must have a positive can-do attitude and a desire to motivate others to reach their goals.
Responsibilities: • Act as the liaison between the Guest Experience managers and the Guest Experience associates. • Be an expert on all aspects of TurnKey systems, processes, products, markets, etc. • Handle all customer escalations from his/her team, while simultaneously sharing the responsibility of solving Tier 2 cases. • Lead team to implement and manage special programs/projects. • Prioritize daily tasks and direct assignments in order to maximize personal and team efficiency. • Pull-through and monitor improvement goals identified by Quality Assessment (QA) team members. • Guide team members to achieve their individual, personal, and professional goals within Guest Experience team.
Requirements: • Bachelor’s degree • 2+ years’ experience in a Guest Experience related field • Experience in a contact center environment required • Highly proficient in Salesforce • Demonstrated positive approach toward customers • Proven problem solving skills with a go-getter attitude • Desire and ability to “go above and beyond“ at work and for customers • Exceptional written and verbal communication skills, both externally and internally • Ability to lead by example and to motivate individuals in meeting personal as well as team goals
What We Offer: • Opportunity to join a company re-inventing the vacation rental service industry • Work with a world-class team to develop industry leading processes and solutions • Competitive salary, stock options, and health insurance plan • Time off when you need it – flexible PTO plan