Customer Service Manager for Airbnb Rentals - Hospitality Team Lead at Flexhome

Join the Flexhome Team: Elevate Guest Experiences in Milwaukee and Chicago

Flexhome is Milwaukee's leading furnished housing provider, with a growing presence in Chicago, and we're on the lookout for a skilled and passionate Customer Service Manager to join our Hospitality team. As a key member of our team, you'll be responsible for delivering exceptional guest experiences, ensuring seamless communication, and maintaining the high standards of our brand. If you're a customer service enthusiast with a keen eye for detail and a knack for multitasking, we invite you to apply for this exciting part-time opportunity.

About Flexhome and the Hospitality Team

At Flexhome, we pride ourselves on providing fully furnished apartments on a nightly to monthly basis, advertised on prominent platforms like Airbnb, Vrbo, and Booking.com. With over 80 units across downtown Milwaukee and 20 units in Chicago, we're committed to delivering top-notch hospitality services that exceed our guests' expectations. Our Hospitality team is at the forefront of this endeavor, and we're seeking a Customer Service Manager to lead the charge.

Key Responsibilities

• Guest Experience
  • Provide exceptional customer service to Flexhome guests, responding to inquiries, and addressing concerns in a timely and friendly manner.
  • Conduct guest screening to ensure safety and security, complying with Flexhome and property partner requirements.
  • Offer booking suggestions, make alterations, and manage guest reservations to ensure a seamless experience.
  • Utilize our digital communication systems to manage guest communications across multiple channels (messages, emails, calls, texts, etc.).
• Operational Coordination
  • Schedule and monitor repairs and maintenance needs, coordinating with guests, Flexhome staff, property partners, vendors, and other stakeholders.
  • Work closely with the Field Team to schedule turnovers and other tasks, ensuring efficient property management.
• Property Management and Marketing
  • Serve as a point of contact for property partner communications, addressing their needs and concerns.
  • Manage listing marketing, making revisions as needed to optimize our online presence.
  • Analyze guest reviews to identify opportunities for improvement, implementing changes to enhance our services.
  • Oversee social media and periodic public relations activities to maintain a strong brand image.

Essential Qualifications and Skills

To succeed in this role, you'll need:

• A college diploma or equivalent, with 2+ years of experience in customer service, hospitality, or a related field.
• Exceptional communication skills, both written and verbal, with a positive attitude and a customer-centric approach.
• Strong organizational and time-management skills, with the ability to multitask and prioritize tasks effectively.
• Proficiency in modern technologies, including web browsers, apps, spreadsheets, and word documents.
• The ability to work independently as well as part of a team, with a flexible and adaptable mindset.
• A reliable smartphone, computer, and high-speed wifi connection at all times, with the ability to respond to messages within 5 minutes or less.

Preferred Qualifications

While not mandatory, the following qualifications will be considered a plus:

• Experience in the short-term rental industry or a related field.
• Knowledge of hospitality software and property management systems.
• A background in marketing or public relations, with experience in managing social media campaigns.

What We Offer

As a part-time Customer Service Manager at Flexhome, you'll enjoy:

• A competitive hourly rate of $20.00, with opportunities for growth and development.
• A flexible schedule, working 20 hours per week from 1pm-5pm CST Wednesday through Sunday.
• The ability to work remotely, with the freedom to manage your workload and work environment.
• Opportunities for professional growth and development, as we continue to expand our operations in Milwaukee and Chicago.

Why Join Flexhome?

At Flexhome, we're passionate about delivering exceptional guest experiences and building a reputation for excellence in the short-term rental industry. As a Customer Service Manager, you'll be at the heart of this endeavor, working with a talented team of professionals who share our commitment to hospitality and customer satisfaction. If you're a motivated individual with a passion for customer service, we encourage you to apply for this exciting opportunity.

Ready to Apply?

If you're confident in your abilities and ready to take on this challenging role, please submit your application, including your resume and a cover letter, and answer the following questions:

• Do you have a reliable smartphone that can download apps, and a laptop that can run dozens of browser tabs simultaneously?
• Do you have availability from 1pm-5pm CST Wednesday through Sunday?

We look forward to hearing from you and discussing this opportunity further!