Senior Guest Experience Specialist

Summary

Join Vacasa as a Sr. Relocation Services Specialist and ensure seamless guest experiences in high-stress situations. This 100% remote position, based in one of several states, requires a flexible schedule (12pm-9pm PST). You will support agents, handle escalated issues, manage relocations, conduct quality assurance, maintain documentation, monitor queues, assign tickets, act as a point of contact for SOP and budget exceptions, develop training programs, coordinate with internal departments, support disaster-related moves, liaise with other departments, assist with reservation management, and contribute to department goals. The role demands strong communication, problem-solving, and multitasking skills. Vacasa offers competitive compensation and a comprehensive benefits package.

Requirements

• Reliable internet connection, must meet a minimum of 50 mbps
• High School Diploma or GED equivalent
• Requires the ability to work a flexible schedule including nights, weekends, and holidays as needed to support the needs of the business
• Demonstrated ability to: Engage with our guests and owners in a way that enhances their Vacasa experience
• Demonstrated ability to: Communicate in a positive, professional, empathetic, and “customer-centric” manner via phone, email, and chat
• Demonstrated ability to: Use appropriate spelling, punctuation, and grammar in all written communication
• Demonstrated ability to: Listen attentively and ask probing questions to clarify the problem/concern at hand
• Demonstrated ability to: Embrace and adopt change in a fast-paced and constantly changing work environment
• Demonstrated ability to: Work effectively both independently and as a member of the team
• Demonstrated ability to: Multi-task, prioritize, and use a variety of systems and tools
• Demonstrated ability to: Be open to coaching and feedback
• Demonstrated ability to: Perform other related roles and responsibilities as assigned or required in response to business needs
• Attention to detail

Responsibilities

• Support Relocation Services agents by answering questions, offering guidance, and escalating when necessary
• Handle escalated guest issues through phone, SMS, and email
• Initiate, manage, and complete last-minute and mid-stay guest relocations
• Conduct Quality Assurance audits of agent interactions and reservation records
• Maintain and update relocation documentation including spreadsheets and trackers
• Monitor the Relocation queues in Twilio and ensure appropriate staffing
• Assign and manage relocation tickets, ensuring timely response and completion
• Act as a point of contact for Relocation SOP and budget exceptions
• Develop and deliver training programs for new hires and ongoing development: Intro to Relocation Comprehensive Relocation Training Refresher sessions (e.g., Spot Training, SOP changes)
• Coordinate with internal departments (Finance, Acquisitions, Field Ops, Legal, etc.) on relocation-related matters
• Support disaster-related guest moves and coordinate future stay credits
• Liaise with other CX departments to handle escalations and provide subject matter expertise
• Assist with reservation management tasks, including rate adjustments, financial tools, and check powers
• Contribute to department goals and perform ad-hoc tasks as needed

Preferred Qualifications

Previous travel or industry-related experience and bilingual skills

Benefits

• Health/dental/vision insurance based on hours worked
• Employer Sponsored & Voluntary Supplemental Benefits based on hours worked
• 401K retirement savings plan with immediate 100% company match on the first 6% you contribute
• Health & Dependent Care Flexible Spending Accounts based on hours worked
• Paid Vacation & Sick Time
• Employee Assistance Program (EAP)
• Employee Discounts