We are seeking a full-time position for our Operations team. This position is 40 hours per week and must be willing to work weekdays and weekends. You will be working remotely from a home office when you are not providing support to our homes and homeowners in the Indianapolis market.
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The Local Operations Specialist wears many hats. You will be working with our operations team, handling the day to day operations such as answering calls and texts from the support phone line, answering email questions from vendors and guests, as well as working on tasks that you are assigned. The primary duties will be helping guests with questions and/or resolving issues during their stay, coordinating with cleaners and vendors to schedule jobs and repairs, and answering phone calls from incoming guests and/or vendors. Other duties include reservation data entry, contacting guests for reviews, supply management and ordering and vendor management. There will be some fun project work as well.
In addition, the Local Operations Specialist will help manage our homes within the Indianapolis market. You will be held accountable, and bonuses will be given, for our performance in:
-Guest Housekeeping and Property Reviews
-Owner NPS (net promoter score a.k.a owner overall happiness)
-Guest issues upon arrival and during stay
-Proactively inspect each home within your portfolio, have a schedule to inspect each at least once every 2-3 weeks
-Resolve any maintenance related problems at your homes yourself or by working with vendors
-Manage and train all vendors within your market
-New rental walk through for all properties signed on in your market
-QA/QC all listings and guest check-in instructions to ensure they reflect accurate information
-Ability to work independently in the field, sometimes with little supervision
-General maintenance skills
-You need to be able to remain cool under pressure and balance priorities
-Available during holidays, weekends, etc.
-Traveling between multiple worksites each day is a primary function of this role
-Must be willing to use personal vehicle and maintenance related tools
Example Call-outs (estimated 4 per month on avg):
-2 inspections per month
-Assistance with lockouts and internet issues
-Basic repairs for which a cleaner or handyman is not necessary
-Smoking complaints and late hour emergencies
-Professional phone, email and verbal communication skills, fluent English
-Experience in Microsoft office, Google Suite, and experience with a CRM and ticketing software is a plus*
-Takes ownership, moves a project forward without needing any oversight*
-Lives in the grey, comfortable with lots of ambiguity and improvisation, able to make informed decisions
-Hyper-organized, detail oriented, and meticulous
-Is tech-savvy, a “do-er” and has thick skin
-Team oriented, knows how to work within a team
-Able to adapt and improvise to overcome challenges
-Available on weekends
-Property and vendor management experience is a must
This is a long-term position at a fast growing company. There will be lots of opportunity for career development and advancement for the right people. A positive attitude is a must! Providing excellent service is a must!
Please submit your resume if you fit the requirements.
Better Vacations offers a remote work culture with very competitive pay and a company health insurance plan. If you are interested in being one of the first 30 employees of a fast growing company then this could be the role for you!