Who we are
Portoro is a branded, tech-enabled property management company for premium vacation rental homes in top-tier leisure destinations. Portoro curates a select network of large, premium vacation homes that provide guests with more consistency in quality and service, yet more diversity in experiences. We are raising the bar for the $100 billion growing STR industry.
What we are looking for
Portoro is seeking a qualified Guest Experience Agent to provide world-class customer service to our guests. The ideal candidate will have experience communicating with customers directly through a variety of channels including phone, SMS, and email. The Guest Experience Agent is responsible for resolving guest issues, responding to booking inquiries, and taking a guest first approach during all interactions. This person loves turning negative experiences into positive memories by working with internal teams to ensure every stay is a 5-star luxury experience.
This is a hybrid role with both in office hours and remote at home hours.
The schedule for this role is Wednesday to Sunday: 10:00am to 6:30pm PST.
What you'll do

• Communicate with guests through inbound or outbound channels including email, SMS, and phone.
• Make reservations for customers by matching their inquiries with available properties.
• Resolve customer escalations as they arise with prompt and courteous solutions.
• Update all systems with necessary information throughout the day.
• Work with field teams to resolve issues as they arise for guests.
• Provide accurate information to guests about their properties and reservations.

What you'll need

• 2 years experience in customer service required
• Experience working in remote contact center, short-term rental company, or other hospitality related field a plus
• Experience working with Guesty PMS a plus
• Superior verbal and written communication skills
• Ability to work a flexible schedule including nights, weekends, and holidays as needed to support the needs of a 24/7 business
• Reliable, with the ability to self-manage, meet key deadlines and prioritize work
• A home office or space with the ability to eliminate outside distractions

Perks and Benefits

• Pay: $17 to $20 per hour Depends on Experience
• Health, Dental, and Vision Benefits
• Robust Paid Time Off
• Regular company retreats and offsite meetings