Customer Service Specialist

The role

You will be the guest's point of contact for a portfolio of 108+ short-term vacation rental cabins in the Smoky Mountains. You will monitor messages, answer calls, and coordinate after-hours maintenance.

What you will do

• Monitor and respond to guest messages across text, email, and platform messaging
• Answer guest calls and resolve common questions using a property knowledge base
• Coordinate after-hours maintenance by contacting local vendors
• Escalate to the owner or daytime team when needed
• Log all interactions and maintenance requests

Required qualifications

• Prior guest communications, customer service, or hospitality experience
• Excellent written and spoken English
• Genuinely reliable during assigned hours
• Calm, proactive problem-solver under pressure
• Comfortable working from a knowledge base without constant escalation

Nice to have

• prior short-term rental/Airbnb/VRBO experience
• familiarity with Guesty, Hostaway, or similar PMS
• listing optimization experience

Before you apply

• Complete the application form in full
• Required to record a video as part of the application process

About the company

Hire Hangar connects top talent with vetted employers, competitive pay, and real growth opportunities.