Customer Relations Agent (Remote from US)
About The Position
In this fully remote role, you will serve as a key point of contact for guests, managing post-experience interactions with empathy and professionalism. You will independently resolve a variety of cases, requiring strong research, negotiation, and conflict resolution skills while working under tight deadlines. The position emphasizes advocacy for guests, capturing insights to drive service improvements and enhance overall customer satisfaction. You will collaborate with internal teams and act as a liaison for executive-level concerns, ensuring exceptional experiences are delivered consistently. This role is ideal for individuals passionate about service, detail-oriented, and capable of balancing autonomy with collaboration in a fast-paced environment. Flexible availability, including evenings, weekends, and holidays, is required.
Requirements
- 5+ years of experience in customer retention, case management, de-escalation, or similar roles
- 3+ years handling autonomous research and resolution of complex cases
- Exceptional customer service orientation with strong communication, negotiation, and mediation skills
- Professional phone etiquette and business communication abilities
- Ability to analyze problems with incomplete information and proactively resolve issues
- High level of integrity and ability to maintain confidentiality
- Availability to work evenings, weekends, and holidays
Responsibilities
- Manage inbound and outbound communications to address guest experiences post-service
- Independently handle diverse cases using research, critical thinking, and negotiation skills
- Provide empathetic conflict resolution and mediation to support guest retention and satisfaction
- Serve as a guest advocate by reporting trends, high-risk, and sensitive situations to management
- Maintain accurate case records in the CRM, contributing to product improvement and brand retention
- Communicate effectively on behalf of leadership and provide actionable insights to internal teams
Benefits
- Competitive hourly compensation ranging $17.59â$26.45, with annual discretionary bonuses
- 401(k) plan with company match and Employee Share Purchase Plan (ESPP)
- Comprehensive medical, dental, vision, life, and disability insurance, highly subsidized
- Paid time off including vacation, sick leave, and 6 holidays per year
- Opportunities for discounted or free travel experiences
- Subsidized gym memberships and access to numerous discounts on entertainment and travel
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
