Reputation Management Coordinator
New
J
JobgetherVacation rentals
Fully remote position, offering flexibility to work from an appropriate location within the United States.Full-TimeJunior
Salary20 - 23 USD per hour
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Job Details
- Experience
- At least 2 years of experience in a guest-facing, customer service, customer support, or similar coordination role.
- Required Skills
- Problem SolvingCustomer serviceProcess improvement
Requirements
- At least 2 years of experience in a guest-facing, customer service, customer support, or similar coordination role.
- Experience in hospitality, hotels, vacation rentals, or related industries is highly preferred.
- A college education is strongly preferred; equivalent practical experience and demonstrated skills are also valued.
- Strong organizational skills to manage multiple workflows, deadlines, follow-ups, and administrative responsibilities.
- High degree of accuracy in system updates, documentation, review responses, and operational tracking.
- Excellent written and verbal communication skills for interacting with guests, local teams, and internal stakeholders.
- Ability to investigate concerns, coordinate across teams, track actions, and follow issues through to resolution.
- Guest-focused approach, sound judgment, discretion, and ability to handle sensitive information and challenging situations professionally.
- Comfort using digital systems, software platforms, mobile applications, and tablets, and learning new tools.
- Ability to work independently in a remote environment and collaborate with colleagues across teams and locations.
- Reliable internet access and transportation are required.
- Flexibility may be needed for occasional weekend or holiday coverage.
Responsibilities
- Manage guest reviews and ratings, including reviewing feedback, rating guests, and responding in line with brand standards.
- Identify recurring themes and service concerns in guest feedback and escalate relevant insights to appropriate teams.
- Coordinate investigation and resolution of guest concerns with local market teams and internal stakeholders.
- Monitor open issues, document resolutions, and follow up to ensure agreed actions are completed.
- Coordinate unit termination workflows from initial notification through completion, including administrative steps and system updates.
- Maintain accurate records of guest concerns, review responses, unit terminations, and related operational activities.
- Coordinate responsibilities across local teams and internal departments, manage dependencies, and escalate delays or issues.
- Analyze workflows and program performance, recommend improvements, and implement more efficient processes.
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