Mediation/Property Management
$13.00 USD/HR
What to expect on the Job:
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Handle calls from customers with issues relating to activities such as website issues, profile issues, property issues, and more.
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Provide knowledgeable, friendly client service to the worldwide Airbnb community and properly resolve customer challenges as needed by phone and/or email
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Research and troubleshoots problems using available resources
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Escalate issues appropriately
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Respond professionally to inbound contacts, including urgent situations
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Compose thoughtful, articulate, and accurate messages, or customizes prepared responses to customer emails
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Problem solve, mediate, and negotiate
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Providing service with Patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations
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Efficient in writing and verbal communication.
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Able to provide knowledgeable, friendly and eloquent customer service
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Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
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Familiarity with ticketing systems
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Strong mediation skills and experience working with users to identify best solution.
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Experience with policy work, or help resource project management.
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Previous, demonstrable experience with creation of online help resources
Equipment 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 i3-9000, i5-7000, i7-5000 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