Customer Support Specialist - Stay Experience

Travelers Haven is on a mission to revolutionize the short-term housing space by offering the first ever workforce housing on-demand solution. We help individuals, businesses and organizations with traveling professionals find housing that meets their specific needs, filling the housing gap for America’s essential nomadic workforce.

If you are inspired by innovation, helping others, and using your talents to make an impact, all of us at Travelers Haven can’t wait to meet you. Together we are disrupting an entire industry by serving traveling workers across the nation. Be a part or our vision to support those that serve critical needs across our country, and therefore impact millions of lives each year.

Hiring rate/range: $40,000 – $47,000, earning up to a bonus at an annual target of up to 15% of base salary.
Actual compensation offer to candidates may vary from posted hiring range based on geographic location, work experience, education, and/or skill level. The pay ratio between the base and target incentive (if applicable) will be finalized at the offer.

Work Location:

Our Denver office is open, and we require all local staff to be in the office a minimum 2 days per week.

Work Location:

Monday-Friday from 8:00am-5:00pm with an hour lunch break. Additionally, employees in this role under 3 years of tenure are assigned to be on-call 2-4 individual weeks throughout the year for hours outside of typical office hours that week. Additional pay is provided for this work.

Summary/Objective:

As a Customer Support Specialist – Stay Experience, you will be responsible for providing excellent customer service to our clients and properties throughout a guest’s stay and move out experience. This requires strong empathy for clients’ needs, seasoned soft skills to communicate clearly with all parties involved, time management abilities to balance the needs of your client portfolio, and strong critical thinking abilities to manage varying requests.

Your success will be based on the ability to act as a liaison between clients, properties, vendors, and internal teams ensuring the timely and successful resolution of service tickets and change requests. Customer Support Specialists’ ability to build relationships with clients and properties while keeping all parties informed will be crucial to the successful stay and move-out experience of each guest. They are able to plan ahead to prevent potential issues that could arise while also calmly handling unexpected situations with individual housing reservations such as extensions or lease breaks.

Responsibilities:

• Act as a first point of contact with clients throughout the guest’s stay, providing exceptional customer service to ensure a positive housing experience.
• Utilize analytical skills and professional communication when unexpected issues and costs occur, de-escalating the situation and finding a mutually beneficial solution for clients, properties, and Travelers Haven.
• Communicate with internal and external partners to ensure that all guest requests are addressed and completed timely and properly to ensure a white glove experience for all clients.
• Build and establish rapport with external contacts such as property management, as well as internal team members, to communicate progress of work orders, and any other information pertinent to the guests’ stay.
• Provide support to our business partner representatives for high-touch service tickets and escalations.
• Display extreme attention to detail during data-entry and when relaying information to clients, properties, or vendors.
• Confirm all necessary move-out details to provide clients and properties with proper notice to vacate (NTV) information and move-out procedures.
• Process stay extensions, guest switches, and lease breaks, negotiating positive outcomes with vendors on behalf of our clients.
• Act as a liaison between the client, property, and internal teams regarding unexpected move-out costs.
• Use strong time management skills to coordinate a pipeline of service tickets and change requests, obtaining a high move-out success rate and mitigating preventable costs.

Required Education & Experience:

• 2+ years of professional customer service experience.
• Strong, professional communication skills via phone/email.
• Ability to empathize with guests and deliver exceptional customer service.
• Thorough attention to detail and organizational skills.
• A sense of urgency to complete deliverables in a timely manner.
• Ability to prioritize competing requests.
• Negotiating and relationship-building skills.
• Knowledge of Salesforce, or similar CRM.
• Proficiency in MS Office Suite, especially MS Outlook
• Experience in hospitality or relocation a plus

Essential Functions:

*Must be able to use a computer, keyboard, and mouse for up to 8 hours per day

* Must be able to sit or stand in a stationary position for up to 8 hours per day

* Must be able to communicate via email and phone for up to 8 hours per day

* Must be able to work effectively in an environment where distractions are possible

*Essential functions may be performed with or without reasonable accommodation

Supervisory Responsibilities:

None.