Customer Service Representative

Job Title: Customer Service Representative (CSR)

Location: LATAM (Central America preferred)

Compensation: $1500-$1800/month

Working Hours: 2pm - 10pm MST

Company Overview

Founded in 2017, our company specializes in managing both short-term and mid-term rentals (30+ days) with a portfolio of approximately 100 units. We pride ourselves on maintaining high-quality properties and delivering excellent service to our guests and tenants.

About the Role

Seeking an experienced Customer Service Representative (CSR) with at least 2 years of short-term rental industry experience to join our growing property management team. This role is ideal for a hospitality-driven professional who thrives in a fast-paced environment and is passionate about delivering consistent 5-star guest experiences.

The CSR will serve as the primary afternoon/evening point of contact for guests, homeowners, housekeepers, and internal team members. This position requires strong communication skills, attention to detail, and the ability to proactively resolve issues while maintaining our high service standards.

Key Responsibilities:

• Provide 5-star customer service across all communication channels (several)

• Respond promptly to guest inquiries and manage reservation modifications

• Send same-day check-in instructions following company protocols

• Review guest questionnaires and ensure reservation details are accurate

• Vet all guests and maintain updated tracking spreadsheets

• Monitor Lock systems and assist with codes

• Keep listings updated and ensure accuracy across platforms (including Zillow)

• Manage guest reviews and escalate 3-star or lower reviews with detailed reporting

• Coordinate with housekeeping and property care teams to resolve guest issues

• Communicate reservation date changes to Rental Guardian

• Maintain accurate calendars, blocks, and cancellations

• Monitor Slack channels and update tasks on Monday/Breezeway

• Ensure maintenance requests are properly communicated and tracked

• Perform daily operational tasks such as trash reminders and departure review adjustments

• Support special projects and additional team requests as needed

Qualifications:

• Minimum 2 years’ experience in short-term rental or hospitality management

• Strong English written and verbal communication skills

• Proven ability to manage multiple tasks in a deadline-driven environment

• High attention to detail and strong organizational skills

• Experience with property management software, Slack, and task management systems preferred

• Problem-solver with a calm, professional demeanor under pressure

This role is essential to maintaining our client's reputation for exceptional hospitality and operational excellence. We are looking for someone dependable, proactive, and aligned with our mission to deliver outstanding experiences to both guests and homeowners.