客户服务专员
Customer Service Specialist
加入 Hire Hangar，与快速发展的全球公司合作，同时建立长期职业发展
客服专员
全职 · 远程（美国东部时间）
职位简介
在这个职位上，你将在分配的工作时间内成为我们位于大雾山地区 108+ 个短期度假木屋组合的客人联系人。我们为客人提供全天候、24 小时的支持，这个职位负责我们现场本地团队不在的时间段——主要是晚上。这是一项以周末为主的业务，全年 365 天运营。你能否在压力下保持冷静、独立解决问题，并与本地供应商协调，将对客人的满意度和白天团队的顺利交接至关重要。
你将负责的工作
- 在分配的工作时间内监控并回复客人通过短信、邮件及平台消息（Airbnb、VRBO 或类似平台）发送的信息
- 回应客人电话并使用详细的房产知识库解答常见问题——包括木屋具体信息、入住流程、设施说明、当地信息
- 协调非工作时间的维修：识别问题、联系合适的本地供应商，并在问题解决前持续向客人更新进展
- 在需要时向业主或白天团队升级问题，并附上清晰的总结和已采取的步骤
- 记录所有互动和维修请求，以便顺利交接给白天团队
你具备的条件
- 具有之前与客人沟通、客户服务或酒店业的经验
- 英语书面和口语表达优秀——与客人的互动直接影响评价和再次预订
- 在分配的工作时间内真正有空，而非大概有空
- 在压力下保持冷静，积极主动地解决问题——在晚上 11 点处理不满的客人是工作的一部分
- 能够从知识库中获取信息，无需频繁升级问题
- 附加优势：具有短期租赁/Airbnb/VRBO 经验，熟悉 Guesty、Hostaway 或类似 PMS 系统，或有房源优化经验
每周工作 40 小时，必须覆盖周末。主要覆盖当前本地团队成员每周休息的三天，主要是晚上。每周安排两天连续休息。
请注意
- 完整填写申请表非常重要。作为申请流程的一部分，您将需要录制一段视频。如果您的申请成功，您将收到一封确认下一步的邮件——视频是面试流程的第一步。如果您不...
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Join Hire Hangar and work with fast-growing global companies while building a long-term career.
Customer Service Specialist
Full-Time · Remote (U.S. Eastern Time Hours)
About the Role
In this role, you'll be the guest's point of contact during your assigned hours for a portfolio of 108+ short-term vacation rental cabins in the Smoky Mountains. We provide guests with round-the-clock, 24-hour support, and this role covers the hours our local, on-site team is off — primarily evenings. It's a weekend-driven business that runs 365 days a year. Your ability to stay calm under pressure, solve problems independently, and coordinate with local vendors will be essential to keeping guests happy and the daytime team set up for a smooth handoff.
What You'll Do
- Monitor and respond to guest messages across text, email, and platform messaging (Airbnb, VRBO, or similar) during assigned hours
- Answer guest calls and resolve common questions using a detailed property knowledge base — cabin-specific details, check-in procedures, amenity instructions, local info
- Coordinate after-hours maintenance: identify the issue, contact the right local vendor, and keep the guest updated until it's resolved
- Escalate to the owner or daytime team when needed, with a clear summary and steps already taken
- Log all interactions and maintenance requests for a clean handoff to the daytime team
What You Bring
- Prior guest communications, customer service, or hospitality experience
- Excellent written and spoken English — guest interactions directly affect reviews and rebooking
- Genuinely reliable during assigned hours — real availability, not approximate
- Calm, proactive problem-solver under pressure — handling an upset guest at 11pm is part of the job
- Comfortable working from a knowledge base without constant escalation
- Bonus: prior short-term rental/Airbnb/VRBO experience, familiarity with Guesty, Hostaway, or similar PMS, or listing optimization experience
Schedule 40 hours/week, weekend coverage non-negotiable. Covers the three days/week the current local team member is off, primarily evening hours Eastern. Two consecutive days off per week, scheduled.
Please NOTE
- It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps—the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.
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