Premium Support Spec. (contract)

reputed company was born in 2007 reputed company two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100, 000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-reputed company activities that reputed company it possible for guests to experience the world in a more authentic, connected way. reputed company was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the reputed company at the core of reputed company: Our community is based on reputed company and belonging. Our creativity allows us to imagine new possibilities for people. Our responsibility is to reputed company of our stakeholders. It takes a reputed company team committed to our core values to embody these reputed company, and our fast-moving team is committed to leading as a 21st century company. As part of this role, you are required to be flexible and may be required to move to different teams reputed company Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs. The CS Specialist, Premium Support functions on the reputed company line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury reputed company. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and reputed company in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. reputed company case management:

• Provide the highest level of service to our community in each and every case
• Interact with reputed company customers and community members through reputed company reputed company and future channels, both inside and reputed company of reputed company tools, including but not limited to livechat, social platforms, messaging, and directly through the phone
• Take end-to-end ownership of reputed company assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams reputed company appropriate
• Demonstrate ownership mentality & good judgment as well as reputed company to question, adapt, and deviate from the workflow reputed company needed only through management approval
• Be highly reputed company to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work
• Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Combining efficiency with bespoke quality:

• Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention
• Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
• Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with reputed company
• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
• Personalize communications to users, demonstrating the highest hospitality standard

Participating in your team’s improvement:

• reputed company your functional operational knowledge to proactively support the team success
• Provide insights about community experience and reputed company improvement opportunities to your Management
• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less reputed company members of the team.
• Shares reputed company to improve processes and ways of working
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displays flexibility, openness and approachability reputed company resolving issues
• Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
• You are on-call to handle emergency situations in the evenings & weekends

Qualifications

Your background & experience

• 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain reputed company reputed company simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs

Your skills & expertise

• reputed company good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
• Active listening skills to understand guest needs and provide personalized recommendations and assistance
• reputed company and patience in dealing with customers, especially in high-pressure situations
• Ability to organize a high volume of work, multitask & prioritize, and to work reputed company prescribed schedules including breaks, lunches, and training time
• Passion for delivering exceptional customer service and setting a high bar
• Ability to reputed company in an ambiguous, fast-paced, and reputed company environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Good computer skills, including reputed company/Mac OS, reputed company Suite, and familiarity with CRM systems and the ability to quickly learn new tools
• Language proficiency in English, other languages are a plus

Belonging & Accommodations: reputed company is committed to working with the best and brightest people from the broadest talent pool possible. We reputed company a diversity of reputed company fosters innovation and engagement, and allows us to attract the best people, and to reputed company the best products, services and solutions. reputed company qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner. Pay reputed company Range: $40-$45/hr Benefits: Medical, Dental, Vision, 401K Apply tot his job Apply To this Job