Onboarding Specialist

RedAwning Job Description: Onboarding Specialist

Do you pay close attention to details? Do you love to learn and proactively look for new opportunities? Join our tech start-up and be instrumental in the rapid growth and success of our innovative business!

RedAwning, a fast-growing leader in the vacation rental industry, is seeking a proactive, motivated, extremely detail-oriented person to play a pivotal role as the liaison between our Sales team, our property managers, and our Account Management team. The successful candidate will become a key member in our Onboarding team and will have a strong understanding of property manager client care, strong communication skills, strong technical skills, and an impressive attention to detail. Experience with software of any kind is a plus, but experience with property management software, XML feeds, and APIs is a huge plus. The candidate will be comfortable speaking to property managers on a micro, technical level but also have a strong understanding of the property management universe in general so that he or she can quickly and easily answer macro, more involved questions. The successful candidate will also know how to succinctly explain and pass off issues to developers, the technical support team and/or the listings team, or account managers for resolution. This position requires fast, hard work, attention to detail, and the ability to know when a property manager needs some hand-holding from us or from someone at the software support center.

This position works very closely with the Account Management Team, the listing creation team, the support team, and the Sales Team, and has plenty of room for the right candidate to progress quickly and become a major player in the achievements of this exciting company. As the Onboarding and Account Management teams expand, there will be lots of room for moving up from this position into a leadership role.

RedAwning is an Emeryville-based company that provides sophisticated distribution channel management, lead response, and customer service to managers and owners of vacation rental homes, condos and apartments. It is also a website providing instant, hotel-style reservations to travelers and travel agents for over 40,000 properties in thousands of destinations.

Responsibilities:

• QA and audit listing and account data using software and XML feeds
• Email and phone property managers to gain listing and account knowledge and details
• Shepherd property managers through onboarding process, from sales to account management
• Handle inbound emails and calls from property managers quickly and efficiently
• Do onboarding calls with property managers in order to start building relationship
• Give frequent updates on onboarding status of property managers’ listings
• Frequently check over listings and accounts; keen attention to detail is needed to ensure no mistakes are made on the listings
• Create and send welcome packets/emails to property managers each day
• Use software UI and raw data to check listing and account details – will be using HomeAwayAPI, Ciirus, Streamline, Vacation Bridge, Escapia, and Barefoot softwares on a regular basis)
• Learn new UIs and new softwares on an as-needed basis
• Contact property managers with technical issues that need fixing in order to get listings live
• Use SQL and SoapUI to pull listings and listing data for property managers and internal use
• Work daily with Production Team and Sales Team to ensure accounts are going live as quickly as possible
• Hand off accounts to Account Management Team and work with them to ensure clients are happy, have all their questions answers, and are going live quickly.
• Manually build listings using various systems
• Work closely with Production team to gather, submit, and check data
• Help follow up with property managers on a number of issues, such as duplicate listings, missing data, etc.
• Help create accounts within the Airbnb system and work closely with the channel marketing team to ensure all channel accounts are a success

Qualifications (need to update):

• Bachelor’s degree required
• Customer service experience
• Experience in travel
• Fluency in Spanish is a HUGE plus
• Technical troubleshooting experience
• Demonstrated experience with MS Office Suite (advanced Excel skills a plus)
• Experience with CRM systems, extranet systems, and booking engines like Airbnb, Booking.com, and Expedia are a strong plus
• Ability to take initiative, learn quickly and be a great problem solver
• Ability to deal with a wide variety of client situations with empathy and understanding
• Must be responsible, dependable, and extremely well organized
• Ability to work efficiently and meet deadlines both independently and as part of a team
• Strong computer skills
• A very keen attention to detail
• Ability to critically analyze data and determine its validity
• Ability to multi-task and creativity
• Excellent ability to work with numbers and code

We Offer:

• Compensation based on experience
• Comprehensive training
• Competitive benefits package, including health coverage
• Free snacks and drinks

Job Type: Full-time

Education:

• Bachelor’s

Language:

• Spanish