Customer Success Specialist

$40,000 - $70,000/Yr

Better Talent - Denver, CO

Full-time - Entry Level

Denver, CO

About the position

Atomic Stays is a vacation rental management company dedicated to creating seamless experiences for both guests and clients. As a Customer Success Specialist, you will play a pivotal role in guiding homeowners through the process of transforming their properties into successful vacation rentals. This position is designed for individuals who excel in detail-oriented tasks, enjoy collaboration, and are passionate about helping others succeed. Your mission will be to streamline the journey of homeowners, ensuring they are well-prepared and supported from the moment they join our team. In this role, you will be at the forefront of turning homeowners' dreams into reality. You will guide clients through the initial stages of setting up their properties, ensuring that their homes are equipped with all necessary amenities and safety features, akin to a boutique hotel experience. Your expertise will be crucial in helping clients select the right vendors and ensuring that each stay is memorable. Additionally, you will create internal client profiles and listings, integrating them into our management platform for seamless execution. Your responsibilities will extend beyond property setup; you will also be involved in guiding clients through licensing processes, conducting on-site inspections, and maintaining ongoing communication to ensure their continued success. This role is about creating success stories, one property at a time, and you will be the key touchpoint for clients throughout their journey with Atomic Stays.

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 compliance; 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.

Requirements

• 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

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