Sonder is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in 2014 and headquartered in San Francisco, Sonder is making a world of better stays open to all with a variety of accommodation options from rooms to suites and apartments found in more than 30 cities spanning eight countries and three continents. Sonders innovative app empowers guests by making self-service features and 24/7 on-the-ground support just a tap away. From simple self check-in to boutique bathroom amenities, we bring the best of a hotel without any of the formality.

Senior Central Guest Services Representatives are subject matter experts who support and coach new and tenured representatives while supporting internal and cross functional special projects. As subject matter experts, Senior Representatives will support our implementations team by providing feedback on new processes and system changes and testing changes before they roll out team-wide. Senior Representatives will also spend time working with our guests to keep their skills fresh and ensure they maintain expert knowledge of our systems and processes.

**AT SONDER YOU WILL:**

* Support representatives, both tenured and new who have questions.

* Shadow representatives for development and coaching.

* Provide more targeted and comprehensive support for new representatives, including acting as a buddy.

* Monitor the CGS channel and delegate tasks as needed.

* Monitor omni channel to ensure we have the appropriate number of representatives on channels to maximize SLA performance.

* Send mass reach outs/ handle mass relocations or other larger projects.

* Develop the newsletter content for the weekly digest and sharing with L&D for distribution.

* Provide testing support and feedback for new processes, system changes etc.

* Work as a representative to stay close to the work and ensure you keep your skills and knowledge current to act as subject matter experts.

* Support special projects as needed and work cross functionally to drive execution

**WHAT WE LOOK FOR:**

* Minimum 2 years of post secondary education or commensurate experience

* Minimum 2 years of reservation or sales experience (retail, hotel front desk, contact center, etc.)

* Minimum 6 months as a CGS representative

* Excellent productivity and quality performance as a representative

* Highly motivated individual

* A passion for coaching and developing representatives

* Driven by metrics and a desire to be the best

* Intermediate computer proficiency, quick to learn new platforms and previous experience with MacOS and Google Suite is an asset

* Comfortable working independently in a remote environment

* Must have a quiet work environment with space for keyboard and two monitors

**Salary-** $15.87 - $19.71

We also have great benefits to make your life easier so you can focus on what youre best at:

* Competitive compensation

* Generous stock option plan

* Medical, dental and vision insurance

* Exempt team members have paid time off. Non-exempt team members accrue paid time off.

* Annual free credits and discounts to stay in Sonders

* A company with a huge vision, a dynamic work environment, and a team of smart, ambitious and fun to work-with colleagues!

**We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or other protected classes.**

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