About the Role
When a guest calls or texts us, it's rarely because their trip is going well. They're checking in late and can't find the lockbox. They're standing outside a unit that won't unlock. Something in the place they booked for a getaway just broke. For most guests, reaching out to us is the last thing they want to be doing with their vacation and how we handle that moment matters more than almost anything else in their stay.
You’ll be joining our Shared Services Team, Extenteam's AI-powered guest communications platform that combines smart automation with real human agents to deliver 24/7 support for short-term rental operators across the US. As a Guest Services Specialist, you're the person a guest reaches in that moment, over phone, text, email, or guest messaging platforms, and the person responsible for turning it around.
This is a high-volume, multitasking role. You'll handle live inbound and outbound calls while simultaneously monitoring and responding to written conversations, often for several guests and properties at once.
The work rewards people who are calm under pressure, genuinely empathetic, highly organized, and comfortable moving rapid without cutting corners.
Every interaction follows the same two steps, over and over, all day: listen and clarify, then act and resolve. Getting both right, with speed, accuracy, and the right amount of urgency is the job
Key Responsibilities:
Step One: Listen & Clarify
Read the full conversation and reservation history before responding. Every message should reflect what the guest has already told us. Never make a guest repeat themselves.
Listen for the real issue on live calls, not just the first thing mentioned. Guests under stress don't always lead with what's actually wrong.
Acknowledge the guest clearly and set expectations for what happens next, even when the resolution takes a few more steps.
Correct triage urgency: Tell a true emergency (risk to guest safety or the property) apart from an urgent-but-r