Central Services Agent

Summary

Join Pacaso as a Central Services Agent and remotely provide exceptional owner services, ensuring a seamless second-home ownership experience. You will handle a variety of requests, from reservations and problem resolution to proactive communication, partnering with in-market home managers. This contract role requires strong customer service, problem-solving, and communication skills. The schedule includes evenings and weekends to support a 7-day operation. The position offers competitive pay, but as a contract role, benefits are not included. Pacaso is a certified Great Place to Work, known for its positive workplace culture and numerous accolades.

Requirements

• A customer-centric mindset with the ability to problem solve on the fly
• Experience in service-driven operations, in person and remotely
• A strong grasp of verbal and written communication
• A high-energy, positive, and professional attitude
• A detail-oriented, extremely organized, and capable of dealing with ambiguity skillset
• A strong team player mentality and use your innovative problem-solving skills to tackle various tasks and challenges
• Ability to identify opportunities and deliver on Owner-centric solutions while using empathy, focus, and compassion in all interactions with Owners, teammates, and stakeholders
• Experience establishing Standard Operating Procedures for customer service-oriented teams
• Flexibility with your schedule to ensure support for our Owners as the team grows including weekends, nights, and some holidays in order to support a 7-day a week, 365 days per year department

Responsibilities

• Maintain a high level of customer service while assisting our Owners with a variety of requests including reservations, inbound calls/texts, problem resolution, work order management, and proactive communications
• Support our in-market Home Managers with handling on-demand requests from Owners and proactive owner communication, covering overnight shift
• Serve as primary Point-of-Contact for Homeowners in all our regions (Pacific North and Southwest, East and Mountain)
• Be highly knowledgeable of every Pacaso home in our portfolio to handle minor troubleshooting and emergencies
• Achieve and exceed KPIs

Benefits

• Competitive salary and stock options
• Unlimited, flexible PTO for exempt employees
• Excellent medical, dental and vision insurance
• Sponsored memberships to One Medical, Ginger and Carrot
• 401(k) to help you save for the future
• Paid maternity and paternity leave
• Generous home office stipend and monthly cell phone reimbursement
• Quarterly remote team building events and L&D opportunities