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Mediation/Property Management

$13.00 USD/HR

What to expect on the Job:

  • Handle calls from customers with issues relating to activities such as website issues, profile issues, property issues, and more.

  • Provide knowledgeable, friendly client service to the worldwide Airbnb community and properly resolve customer challenges as needed by phone and/or email

  • Research and troubleshoots problems using available resources

  • Escalate issues appropriately

  • Respond professionally to inbound contacts, including urgent situations

  • Compose thoughtful, articulate, and accurate messages, or customizes prepared responses to customer emails

  • Problem solve, mediate, and negotiate

  • Providing service with Patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations

  • Efficient in writing and verbal communication.

  • Able to provide knowledgeable, friendly and eloquent customer service

  • Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.

  • Familiarity with ticketing systems

  • Strong mediation skills and experience working with users to identify best solution.

  • Experience with policy work, or help resource project management.

  • Previous, demonstrable experience with creation of online help resources

Equipment Requirements:

PC REQUIREMENTS:

A desktop/tower computer with a separate monitor is recommended. Dual boot machines, Netbooks, and Tablets are prohibited from use. All-in-One computers are not currently compatible with any client programs.

  • CPU Speed- Intel i5 class or better. "Atom, Celeron, Pentium and Opteron processors are not permitted"

  • Hard Drive- 20 GB or more of available space 60 GB or more of total space

  • Memory- 4 GB of RAM or better

  • Operating System-Windows 7 or Windows 10 "Windows 8/8.1 not supported by some clients"

  • Standard Connection and Speed- Hardwired connection (no wireless) Minimum 10 mbps download / Minimum 3 mbps upload

  • Maximum Latency Threshold 120 milliseconds (ms)

  • Monitor Recommendations 1280 x 1024 (SXGA) screen resolution 1920 x 1080 (Full HD or 1080p) Dual monitors may be required on some client programs

MAC REQUIREMENTS:

Macs must have an Ethernet port MacBook Air and Mac USB-C ports will not be supported. Boot Camp and a licensed version of Windows MUST be installed.

  • CPU Speed- intel Core i5 2.7 GHz processor or better

  • Hard Drive- 20 GB or more of available space 60 GB or more of total space

  • Memory- 4 GB of RAM or better

  • Operating System- MAC OS X 10.10 Yosemite or higher

  • Standard Connection and Speed- Hardwired connection (no wireless) Minimum 10 mbps download / Minimum 3 mbps upload

  • Maximum Latency Threshold 120 milliseconds (ms)

  • Monitor Recommendations 1280 x 1024 (SXGA) screen resolution 1920 x 1080 (Full HD or 1080p) Dual monitors may be required on some client programs

BASE REQUIREMENTS:

Experience Requirements:

  • High school graduate or equivalent

  • Exceptional communication skills

  • Ability to thrive in a dynamic environment

  • Six months or more of customer service experience

  • A quiet, private place in your home where you can work without background noise

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