Guest Services & Support Representative | (1 Position) Part-time / Contract
Application deadline: October 1, 2024
Starting date: October 7, 2024
Job Description:
CABINSCAPE is seeking a reliable and personable Guest Services & Support Representative to help us maintain seamless communications between our maintenance & hospitality teams as well as our valued guests. Reporting to the Director of Operations, and working closely with our hospitality staff and the Guest Services team, the Guest Services & Support Representative will engage directly with prospective and existing clients to ensure that CABINSCAPE continues to offer a first class customer experience throughout the entire guest journey. This is an excellent opportunity for an individual with great people skills who is interested in building a career in the local tourism industry or in learning more about off-grid systems.
To be successful in this position, the candidate must have strong communication and writing skills and experience in operations or the customer service industry. The Guest Services & Support Representative must be a quick learner who is comfortable asking questions and is willing to work from home. Travel will be required on occasion, so regular access to a vehicle is required. The successful incumbent should be self directed and prepared to dive into a fast paced environment with multiple priorities at a company that is rapidly growing and evolving.
Experience with ZenDesk or similar Customer Service software will be a huge asset for the individual in this position. This is exclusively a work from home position, but ideally, the successful candidate has access to their own vehicle for occasional site visits to our cabins.
Duties + Responsibilities:
- Act as CABINSCAPE’s first point of contact for client inquiries using CABINSCAPE’s customer service software, ZenDesk
- Prepare digital invoices for clients using CABINSCAPE’s website, and follow up with clients regarding payments
- Facilitate cancellations and refunds through CABINSCAPE’s website in accordance with CABINSCAPE’s cancellation policy
- Help to maintain CABINSCAPE’s guests records in Experience CRM & on CABINSCAPE‘s loyalty program
- Review guest surveys and flag areas of strength/improvement with Director of Operations as appropriate
- Update CABINSCAPE’s last minute availability page (daily)
- Manage CABINSCAPE’s Customer Service correspondence on third party booking platforms such as AirBnB, Expedia, etc.
- Direct advanced customer service inquiries to the Director of Operations as needed
- Develop a basic understanding of troubleshooting techniques for CABINSCAPE’s off-grid cabins
- Respond to our support hotline for on-site guests, cleaners and maintenance (occasional on-call hours required)
- Advise cleaners of last minute bookings
- Open maintenance tickets & track in Monday (our project management software)
- Conduct quarterly quality control cabin inspections as needed
- Produce quality control reports & cleaner feedback
- Serve as an in-person CABINSCAPE liaison with prospective clients, guests, suppliers & partners, when applicable
- Participate in meetings with Guest Services team to stay up to date on Support issues/changes
Competencies & Skills:
- Excellent organization and administrative skills
- Friendly and professional interpersonal skills
- Ability to work productively both independently and as part of a team
- Sound judgment and problem-solving skills
- Experience using ZenDesk or similar customer service software (an asset)
- Bilingual communication skills (an asset)
Qualifications:
- University degree, college diploma or equivalent
- Minimum of 1 years of relevant customer service/human resources/administrative experience
- Experience in the tourism/travel sector is an asset
- Outdoor conservation or recreation experience is an asset
Hours of Work:
Hours will vary from week to week with an average of 15-25 hours scheduled per week. An evening/weekend shift will be required at least once a week.
Compensation + Perks:
- Free cabin accommodations! We want you to know our cabins inside and out. This means staying over at our cabins and getting the full CABINSCAPE experience
- Work from home
- Opportunities for growth within a quickly growing company – we are committed to our employees, and want you to grow with us!
Expected Start Date:
October 2024
Job Types:
Part-time, Contract
Salary:
$20 per hour
Application Deadline:
October 1, 2024
To Apply:
Please attach a cover letter detailing how your qualifications match this opportunity, along with a current resume to the form below (in one document) by October 1, 2024