Customer Success Specialist - Better Talent

Atomic Stays

COMPANY OVERVIEW:

We’re so glad you’re interested in becoming a valued team member with us at Atomic Stays. To help you determine if we’re the right fit for the next step in your career, we’d love to share with you who we are, what we’re looking for and why you’d love working with us. 

Who We Are 

Atomic Stays is a vacation rental management company focused on creating seamless experiences for our guests and clients alike. We manage over 100 properties ranging from 12,000 sq. ft homes in Vail to a Bed and Breakfast in downtown Denver. Our passion for offering the very best in vacation rental management is evident in everything we do, and we’re always looking for talented individuals to join us. 

Our values have always been honesty, transparency and integrity. Atomic Stays is not just a vacation rental management company – we're a team of individuals who care about our guests and their experiences in our properties. 

What We Look For 

As the top Airbnb property management company in CO, we need individuals who are ready to bring their best every day. 

Some of the qualities we look for in our team members are: 

• Exceptional Customer Service Skills 
• Willingness to work collaboratively with others to achieve our goals. 
• A keen eye for detail and commitment to providing the best possible service.
• A positive attitude 
• Someone who can roll with the punches when things get hectic. 

Why You’ll Love Working With Us 

While our focus is always on our clients, here are just a few reasons why you’ll love it here:

• Rewarding work 
• Opportunities for professional development 
• A positive work environment 
• Competitive compensation 
• Healthy work-life balance 

If you share our passion for providing top-quality service and want to make a difference in the lives of others, apply to join our team here in Colorado - we would love to meet you.

POSITION SUMMARY:

Join the Atomic Stays team as our Client Onboarding and Communications Specialist. This position is an excellent fit if you excel in tracking details, enjoy collaborating with others, and enjoy helping others succeed. 

Your Mission: 

In this role, you’ll streamline our homeowners' journeys from ordinary to extraordinary, setting them up for success from the moment they join us and beyond. Many times, clients come to us, knowing they want to turn their home into a vacation rental but not knowing the next steps they need to take to be successful. This can be a nerve-wracking process for clients. 

That’s where you come in. 

Your Day To Day: 

Every day, you'll be at the forefront of turning homeowners' dreams into reality, guiding them through the journey of transforming their residence into a sought-after, successful short-term rental. From the initial hand-holding, as they begin this exciting venture, you'll ensure their homes are perfectly positioned for the right guests, stocked with everything from essentials to advanced safety features, mirroring the comfort and security of a boutique hotel. Your expertise will navigate them through selecting the right vendors, ensuring each stay is a memorable experience. 

When you’re not directly working with clients, you’ll create internal client profiles and listings, integrating them into our management platform for flawless execution. 

It’s important to note that this is about more than setting up properties; you’ll be setting standards, guiding clients through licensing, conducting on-site inspections, and detailing every aspect of the home. Beyond the property launch, you'll continue to be their touchpoint for ongoing communication, ensuring clients are informed and confident in the ongoing success of their investment. 

In short, your role is about creating success stories, one property at a time.

RESPONSIBILITIES:

• Handle incoming calls and emails by providing written and verbal guidance and support for client issues, managing expectations, and promptly resolving issues, including client complaints. 
• Use internal tools for client correspondence tracking, data entry, and seamless client setup and processing. 
• Serve as the primary technical contact for clients, internal teams, vendors, and partners. Manage payment system setup implementation and provide training on various platforms and systems. 
• Ensure adherence to contractual obligations and market regulations; work closely with clients and internal teams for PCI comp; and coordinate with banks for necessary client account reviews and audits. 
• Perform analyses related to Softcap, SIC/MCC, Rate Reviews, Attrition, and Downgrade Monitoring; proactively work on client retention and new business acquisition strategies.
• Collaborate with Account Executives in a consultative role; support marketing efforts by providing technical expertise and feedback for outreach initiatives. 
• Assist in new client onboarding, financial analysis, and application processing, and manage various projects and tasks as assigned, ensuring meticulous project completion and follow-up. 

QUALIFICATIONS:

• 1 year of experience working in the short-term vacation rental industry
• Great communication skills. 
• Understanding of short-term rental investing and how to underwrite an investment property. 
• Collaborative with the ability to work well independently 
• Ability to manage competing priorities simultaneously 

COMPENSATION & BENEFITS:

Annual Salary: $40,000 to $70,000 based on experience and achievement

Schedule: Must be available during regular business hours with the flexibility to work overtime as needed.