Customer Service SpecialistFull-Time · Remote (U.S. Eastern Time Hours)About the RoleIn 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 DoMonitor and respond to guest messages across text, email, and platform messaging (Airbnb, VRBO, or similar) during assigned hoursAnswer guest calls and resolve common questions using a detailed property knowledge base — cabin-specific details, check-in procedures, amenity instructions, local infoCoordinate after-hours maintenance: identify the issue, contact the right local vendor, and keep the guest updated until it's resolvedEscalate to the owner or daytime team when needed,



with a clear summary and steps already takenLog all interactions and maintenance requests for a clean handoff to the daytime teamWhat You BringPrior guest communications, customer service, or hospitality experienceExcellent written and spoken English — guest interactions directly affect reviews and rebookingGenuinely reliable during assigned hours — real availability, not approximateCalm, proactive problem-solver under pressure — handling an upset guest at 11pm is part of the jobComfortable working from a knowledge base without constant escalationBonus: prior short-term rental/Airbnb/VRBO experience, familiarity with Guesty, Hostaway, or similar PMS, or listing optimization experienceSchedule40 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.Originally posted on HimalayasOriginally posted on Himalayas
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📌 Customer Service Specialist (Santa Fe)
🏢 Hire Hangar
📍 Santa Fe