What are the responsibilities and job description for the Rental Operations Agent position at Professional Staffing Services Group?
Job Description
Job Description
Job description
Rental Operations Agent :
Must be available to work any shift, Monday through Sunday, between 8 : 00 AM and 9 : 00 PM, including holidays. (40 hrs a week, shifts vary)
Training & Work Location :
Mandatory : Two weeks of in-person training in Orlando, FL .
Post-Training : This is a fully remote (home-based) position.
18.00 per hr. Temporary Contract Position Ending 7 / 27 / 2025
Join our clients team as a Rental Operations Agent and help ensure exceptional vacation experiences for our client's guests! In this role, you will be the primary point of contact for resolving guest concerns related to their resort stays, managing crisis situations (including relocations due to unforeseen circumstances), and collaborating with internal teams to ensure smooth reservation changes. This position requires strong problem-solving skills, excellent communication abilities, and a passion for providing outstanding customer service. Key Responsibilities :
Crisis Management & Relocations (40%) : Manage high-profile and urgent guest relocations or cancellations due to natural disasters, renovations, system issues, or other unforeseen events. Communicate clearly and effectively with guests and all stakeholders, ensuring everyone is informed and supported.
Case Management & Resolution (35%) : Conduct thorough investigations of guest complaints, gathering information from multiple sources (including customer feedback, financial records, and partner input). Analyze cases, determine appropriate resolutions and compensation (if applicable), and document all actions taken. Strive to resolve issues efficiently and prevent escalations, while adhering to company policies and protecting our brand reputation.
Daily Operational Tasks (25%) : Handle daily tasks that support broader organizational initiatives. Monitor and respond promptly to guest and partner inquiries received through various channels (e.g., shared inbox, online travel agency portals).
Qualifications :
Two (2) years of customer service experience or timeshare operational experience required.
Excellent conflict resolution and negotiation skills.
Ability to multitask effectively and navigate computer systems with ease.
Exceptional listening, verbal, and written communication skills.
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