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about 1 month ago
Requirements and responsibilities
About HeirloomHeirloom exists to connect people to places and to each other. We design, build, and operate beautiful spaces that redefine what it feels like to travel as a group. With roots in New Orleans and a growing presence in more than a dozen destinations nationwide, Heirloom blends the warmth of hospitality with the power of technology to create unforgettable group travel experiences. Our focus on providing world-class accommodations in premier destinations, combined with a data-driven and tech-enabled operational strategy, has allowed Heirloom to carve out a distinctive position within the luxury short-term rental and property management space.Role SummaryOur Contact Center is the heart of guest communication operations. This team serves a critical dual function: delivering exceptional customer service while also closing reservation sales for luxury properties. As the first point of contact with the brand, this role is essential in ensuring a consistent, warm, and professional experience from the very first interactionAvailability Requirement: The schedule consists of 4 days per week, 12-hour shifts (2-hour break, 10 working hours), and 3 fixed days off each week. The work schedule includes weekend shifts.What We Offer100% remote workBiweekly pay in USDPaid time offMonthly bonusDirect contract with a U.S.-based luxury brandOpportunity to travel to the U.SKey ResponsibilitiesManage all incoming guest communications (text messages, email, phone calls, and online messages) in accordance with company policy.Represent the Heirloom brand in all interactions, with a strong emphasis on professional written customer service.Facilitate communication between Guest Services and the Field Team to resolve issues at their root cause.Address and resolve guest issues as the first point of contact.Build trust and empathy through friendly, brand-aligned communication.Support guest screening processes to protect properties, neighbors, and other guests.Identify, follow up on, and close new reservations based on availability.Handle inbound calls from prospective guests and make outbound calls to answer questions and close sales.Anticipate and respond to customer needs; consistently apply creative cross-selling techniques.Meet and exceed revenue goals.Continuously improve the guest experience.Actively participate in team meetingsRequirementsWeekend availability mandatoryAdvanced English—the role is conducted entirely in English (written and spoken)Based in Bogotá, Colombia (training consists of a paid, in-person week in Bogotá)Minimum of 3 years of experience in customer service and/or sales for a luxury brandExperience with cloud-based technology, CRM systems, VOIP, etc.Strong negotiation, persuasion, and communication skills
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