Remote Guest Services Agent/Property Manager

Extenteam is currently looking for a Remote Guest Services Agent / Property Manager to join our growing organization and undertake the following tasks:

Internal Tasks:
- Inbox sorting: Sort email inbox into guest vs. owner messages, prioritizing emergency issues, non-emergency/routine guest issues (general questions, not related to major maintenance problems or requests), and assigning tasks to internal staff as necessary.
- Escalate emergency guest issues to local staff when necessary.
- Record shift activities methodically and with great detail to relay information to local staff or to the next person on shift.
**
Guest Services Tasks:**
- Enthusiastically and promptly assist guests in finding the perfect property for their stay via phone, email, chat, etc., in company software and on any other booking platform.
- Call and follow up via phone on potential guest inquiries, clear inboxes, and voicemails at the beginning of the shift.
- Become familiar with all homes in the portfolio; become an expert on the homes to assist prospective and in-house guests.
- Become familiar with the areas where the company has homes; be able to answer questions related to local attractions, etc.
- Handle calls, emails, and chats from in-house guests. Manage guest issues such as lockbox issues, Wi-Fi troubleshooting, directions to homes, etc.
- Enter work orders for maintenance as issues are called or emailed in from guests. Assist with housekeeping schedules.
- Learn answers to FAQs for tech issues, including but not limited to smart thermostats, TVs, and mini-split air conditioners.
- Escalate emergency guest issues to local staff when necessary.
- Record shift activities methodically and with great detail to relay information to local staff or to the next person on shift (also listed under internal tasks as emergency issues may be discovered in email sorting).

Additional Tasks (when time allows) assigned by Owner. Offseason Tasks:
- Assist with prospecting and owner outreach to build the property portfolio.
- Onboard new properties into software, building room details, coordinating calendars for accuracy.
- Audit current listings across all platforms, ensuring accuracy of details and calendar sync.
- Change listings for seasonality, photos, etc.
- Oversee offseason maintenance tracking, including but not limited to pool maintenance scheduling, deep cleans scheduling, carpet cleans scheduling, pest control scheduling, holiday kitchen inventory, smoke detector, and lock battery change.

The ideal candidate will be competent and confident, able to answer guest questions and diffuse tense situations if necessary.

TECHNICAL REQUIREMENTS:

- Internet speed minimum 30mbps

- i5 8th Gen or higher

• Windows 10 / MacOS Catalina or higher
  - Minimum of 8 GB RAM
  - Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
  - Back-ups in case of power or internet provider interruptions
  - Good headset and webcam (preferably noise-canceling headset)

  WHO WE ARE:

  EXTENTEAM is the #1 trusted outsourcer for property management professionals operating short-term rentals, vacation homes, multifamily communities, and boutique hotel properties.
  **
  WHAT WE DO:**

  We support over a hundred different property management brands throughout the United States. Our virtual team members work exclusively to supercharge guest services, reservations, marketing, bookkeeping, IT support, and other core business functions.
  **
  OUR CORE VALUES:**

  - OWN YOUR STUFF: We Own Our Stuff.
  - WALK THE TALK: We Do What We Say We'll do.
  - INTO THE WILD: We are Explorers.
  - WORD AS BOND: Just Say It.
  - ABOVE AND BEYOND: We Live Extenteam.

  WHAT WE OFFER:

  We offer our team members targeted development opportunities both on a professional and personal level. We also offer:
  - Competitive Salary
  - Holiday Reward equivalent to 13th-month pay
  - HMO
  - Life Event Bonuses

- Preventive Mental Health Benefit