Customer Experience Advocate Team Lead

Job Title: Customer Experience Advocate (CEA) Team Lead

Location: Carbondale, CO

Reports To: Founder

Job Type: Full-Time

Job Summary:

The Customer Experience Advocate (CEA) Team Lead is a pivotal role focused on delivering exceptional service to both guests and homeowners. This position provides high-level support to guests, oversees the CEA team, and serves as the primary point of contact for homeowners. The Lead CEA will handle escalated guest and homeowner concerns, ensuring swift and effective resolution while maintaining a seamless guest experience. Additionally, this role acts as a bridge between the Founder and the CEA team, requiring strategic problem-solving skills that balance guest satisfaction with business priorities.

Key Responsibilities:

• Team Leadership & Management:
• Lead the Customer Experience Advocate (CEA) team, including training, performance evaluations, hiring, and terminations.
• Identify training needs and provide necessary coaching to enhance team effectiveness.
• Ensure the team is equipped with up-to-date information by identifying areas for improvement within the company internal Wiki.
• Guest & Homeowner Support:
• Serve as the primary contact for homeowners, addressing their inquiries via email and phone.
• Manage and resolve escalated guest and homeowner issues, ensuring a positive resolution for all parties.
• Oversee the Manager email inbox and Manager property management platform, ensuring timely responses and resolution of concerns.
• Operational Oversight:
• Monitor the Issues during shifts, assigning tasks to appropriate team members.
• Standardize processes across tasks and ensure efficiency in daily operations.
• Manage the Manager phone line during shifts, acting as the point of contact for homeowners and contractors.
• Contractor Coordination:
• Facilitate damage waiver claims within the company while communicating with homeowner appropriate status.
• Schedule contractors and ensure positive relationships through seamless communication.
• Integrate contractors into company platforms where applicable.
• Scheduling & HR Management:
• Create and maintain employee schedules at least three months in advance.
• Approve or decline time-off requests and communicate with the Founder and CFO as needed.
• Quality Assurance & Guest Experience:
• Audit CEA tasks during shifts and throughout the month, including fee collection and guest communications.
• Ensure thorough documentation of guest interactions and task resolutions in reservation files.
• Oversee the guest-facing guide, ensuring all information is accurate and up-to-date.
• Gather guest feedback to identify areas for improvement and communicate insights to the Home Success Manager.
• Provide additional support to the Home Success Manager as needed, contributing to various business functions in this dynamic role.

Skills & Qualifications:

• Strong leadership and team management abilities.
• Tech-savvy with the ability to quickly learn new software and systems.
• Excellent problem-solving and decision-making skills.
• Exceptional communication and interpersonal skills.
• Highly detail-oriented with strong organizational skills.
• Ability to balance guest satisfaction with business objectives.
• Positive, solutions-oriented attitude with a focus on continuous improvement.

Compensation & Benefits:

• Salary Range: $58,000 - $68,000 (based on experience)
• Benefits:
• 70% employer-paid medical, dental, and vision insurance
• 401(k) with Safe Harbor match (100% match on the first 3% deferred, 50% match from 3% to 5%)
• Paid Time Off (PTO) and floating holidays
• Bonus eligibility

This is an exciting opportunity to play a key leadership role in a growing company while shaping an outstanding experience for both guests and homeowners. If you thrive in a fast-paced, guest-centric environment and have a passion for team leadership, we’d love to hear from you!

Job Type: Full-time

Pay: $58,000.00 - $68,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• Day shift
• Evening shift

Application Question(s):

• Is $58,000 - $68,000 per year within your expected salary range for this position?
• Are you located in the Roaring Fork Valley between New Castle and Aspen currently?

Experience:

• Customer Service: 3 years (Required)

Work Location: In person

Salary : $58,000 - $68,000