Customer Relationship Representative (Hospitality - Sunriver, Oregon) - Bennington Properties

Do you want to work in a fun office environment with other hard working, caring people? At Bennington Properties we are a culture of people who deeply care and respect each other. We are accountable and take 100% ownership for our actions (or inactions); we are continually developing and growing both personally & professionally. We have honest, open, tough, and respectful conversations with our colleagues to ensure we are all operating with excellence.

We are looking for a great communicator who is organized, driven, and enjoys building relationships with customers as a Guest & Homeowner Relationship Representative. This person will be responsible for answering phone calls, emails, and text messages from homeowners and guests visiting Sunriver. This person will be an expert communicator and one who enjoys a fast paced environment working with mostly happy and sometimes not-so-happy people.

We are in the hospitality business which is fast paced and a ton of fun. Here a few unique requirements:

- We take vacations during the off season. We work when everyone else is on vacation.
- We work weekends. We work hard to make sure you have a consistent schedule with 2 days off in a row.
- We take on-call. Our guests and homeowners need us 24/7. This role could be on-call 1-2 days per week.
- We work together in our office. In rare cases you may be able to work from home, but 99% of the time you will be working out of our office in Sunriver.

Primary Contribution

• This role helps to achieve superior care of our homeowner and guest clients in the most cost-effective and efficient manner, while providing exceptional service.

Job Duties

• Receive guest and owner phone calls and process all guest and owner voicemails.
• Respond to guest and owner text messages.
• Efficiently keep up on multiple email inboxes.
• Quick at learning and navigating multiple software platforms. (We use Track PMS, Medallia, Freshdesk, Point Central, Operto, Microsoft Office Suite, Monday.com, and more.)
• Complete assigned administrative tasks including, but not limited to:
  • Running reports
  • Updating guest & owner contact information
  • Creating and editing owner and owner guest reservations
  • Creating and interpreting work orders
  • Managing automations within texting software
  • Sending guest correspondence
  • Processing special requests and owner reservations notes
• Serve as liaison between owners and other Bennington departments.
• Process guest reviews.
• Create SOPs.
• Complete projects and assignments by communicated deadlines in a timely manner.
• Provide backup to the Reservations department as necessary.
• Notify incoming guests of home issues.
• Handle in-office tasks including greeting and assisting guests and owners, stocking the supply hut, checking mail and sorting packages, managing the dog wash, and processing lost and found.
• Proactive guest and owner phone calls.