Customer Experience Agent

Why Vacasa

We started with just one home and an idea: to bring homeowners and renters together with smart technology and caring local teams. Today, we’re the largest full-service vacation rental company in North America thanks to the people who give us their best every day. You’ll fit right in here if you’re curious, entrepreneurial, and thrive in a rapid-growth environment.

Why Customer Experience at Vacasa

Our tight-knit team has a passion for solving problems, saving vacations, and spontaneous potlucks. And we’re an incubator for future Vacasa leaders—our agents have graduated to roles in every other department.

What we're looking for

Vacasa is seeking hard working, energetic employees to help us maintain our large and quickly growing portfolio of vacation homes.  

What you'll do

A skilled Customer Experience Agent will respond to guests who have existing reservations, help troubleshoot any issues, answer questions, and make sure the guest has an easy, fun, and unforgettable stay!

This individual will:

• Be at the forefront of the company working in a fast-paced, dynamic environment as the go-to person for our guests and, occasionally, our owners
• Be responsible for taking incoming phone calls, making outbound calls as needed, and responding to emails or chats on a daily basis from existing guests who have questions or concerns about:
• an existing, unpaid, and/or high risk reservation
• a problem/concern that emerged during and/or after their stay
• modifying an existing reservation
• cancelling a reservation
• Collect and process payments for reservations with outstanding balances, reservations not paid at time of online booking, declined credit cards etc.
• On occasion, interact with a homeowner either over the phone or through email who may have questions about a reservation, statement or other concerns

Skills you’ll need

• Previous travel or industry related experience and bilingual skills preferred, but are not required
• Requires ability to work a flexible schedule including nights, weekends, and holidays as needed to support the needs of the business
• Demonstrated ability to:
• Engage with our guests and owners in a way that enhances their Vacasa experience
• Communicate in a positive, professional, empathetic and “customer-centric” manner both over the phone, email and chat
• Use appropriate spelling, punctuation, and grammar in all written communication skills
• Listen attentively and ask probing questions to clarify the problem/concern at hand
• Embrace and adopt change in a fast paced and constantly changing work environment
• Work effectively both independently and as a member of the team
• Multi-task, prioritize, and use a variety of systems and tools  
• Be open to coaching and feedback
• Perform other related roles and responsibilities as assigned or required in response to business need

What you’ll get

• ENTER COMPENSATION AMOUNT HERE
• Health/dental/vision insurance—100% coverage option
• 401K retirement savings plan with up to a 6% company match
• Vacation time
• Paid sick leave and holidays
• Career advancement opportunities
• Employee discounts
• All the equipment you’ll need to be successful
• Great colleagues and culture