Messaging Support Associate

Messaging Support with Vacation/Short Term Rental Experience About the Job

Here at Roami - Vacation Rentals, we seek a Messaging Support Associate to join our team. We are a fast-paced growing vacation rental company based out of Miami Florida. Check us out at  

JOB DESCRIPTION:

• Job Title: Messaging Support Associate.
• Department: Guest Experience.
• Reports to the Messaging Support Manager.

Email Processing: Messaging Support Associate is responsible for providing exceptional customer service for guests through inbound or outbound email communications coming from different OTA platforms such as Airbnb, VRBO, Booking.com, Expedia, and Direct messages.

 
Job Descriptions:

• In this position, the Messaging Support Associate utilizes his attention to detail and ability to analyze, empathize and provide resolutions to guests and process their concerns. The Messaging Support Associate is responsible for researching the guest’s issues and making the relevant connections to the appropriate departments while providing the guests with clear and concise information and solutions.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Thoroughly read and understand all training manuals.
• Perform tasks using the tools such as Contivio (phone system, slack, OTA platforms, Property Management System, and other systems provided).
• Be available online with a solid internet connection at all times during your work hours.
• Other duties may arise from time to time and may be assigned to the employee.
• Required Qualifications of the Messaging Support Associate.
• Experience: A candidate for the position must have had at least 3 years of working experience in customer service where he directly interacted with customers. Short-term vacation rental or hospitality experience is preferred but not required.
• Communication Skills: Communication skills are one of the biggest requirements for this role. A candidate for the position must portray exceptionally strong verbal and written communication skills. The communication skills of the ideal candidate will have to convey a personable and patient demeanor, making the guests feel that they are talking to a knowledgeable individual who genuinely cares for their concerns or issues.
•   Problem Solving Skills: A candidate for this position must also demonstrate exceptional practical problem-solving skills and an ability to effectively interpret and process a variety of instructions and requests provided in oral, written, or scheduled form.
•   Technological Savvy: The Messaging Support Agent must possess exceptionally strong and intuitive technological skills. Knowledge of using new tools and platforms. The candidate must, therefore, be technologically flexible, being able to effectively use various technological communication channels to establish communication with guests and colleagues.
•   Interpersonal Skills: The candidate for the position must be resilient and not easily overwhelmed by numerous requests from guests. He will be an enthusiastic and service/consumer-oriented individual, be self-motivated, have an insatiable appetite for information, and have a strong and dedicated work ethic. The Messaging Support Associate ought to be confident, have strong listening and problem-solving skills, be highly organized, and have the ability to handle multiple guests and requests simultaneously.
• People Skills: It is also extremely important that the candidate possess exceptional people skills that make him an approachable, warm, and relatable individual. This will establish a level of comfort for guests and colleagues who will not hesitate to express their concerns and give reliable feedback.

 
This position will support the Reservations & Operations team during EST. Please note that employment with Roami is contingent upon the successful completion of a pre-employment background check. This may include verification of employment history, criminal record, and other relevant information. By applying for this position, you consent to these checks Roami is an equal opportunity employer and is committed to providing accommodations to applicants with disabilities in accordance with the ADA. If you require accommodations during the application or interview process, please contact . We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected status. About Roami:

Roami is a next-generation hospitality company built on trust, innovation, and play. Roami is consistently authentic, reliable, and guest-focused. WHY ARE WE HERE? Roami is the future of travel, offering cool spaces and accommodations meant to provide the most memorable experiences for modern roamers, in groups or solo. HOW ARE WE DIFFERENT? Roami controls the entire building, not just a few doors or floors, and leverages existing technology to elevate the standard guest amenity and service experience. As a result, guests are provided a more professional, reliable, and safe stay while owners rely on Roami as a partner in improving the quality and value of their buildings.