Job description
Why Vacasa
We started with just one home and an idea: to bring homeowners and renters together with smart technology and caring local teams. Today, we’re the largest full-service vacation rental company in North America thanks to the people who give us their best every day. Robust local teams are vital for successful vacation rentals—so much so that local operations teams make up the majority of our workforce. Our operations teams help make vacation memories happen by ensuring a seamless stay for our guests.
What we’re looking for
Vacasa is seeking a dedicated, detail-oriented professional to support our Relocation Services team. This role is crucial in ensuring seamless guest experiences in high-stress situations when their originally booked vacation rental is no longer available. The Sr. Relocation Services Specialist will work closely with the Team Leads and GX Managers to support team operations, mentor agents, manage queue activity, and resolve escalated issues.
This position in 100% remote. Ability to work from home and resides in one of the followings states: AK, AL, AZ, CA, CO, DE, FL, GA, HI, ID, IL, IN, LA, MA, MD, ME, MI, MN, MO, MT, NC, NH, NJ, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, or WY.
This is a PM position, the shift will be 12pm-9pm PST.
Compensation
- $19 / hour. Actual pay will vary based on a candidate’s skill, experience, education and/or location.
- More benefits and company perks information below.
What You’ll Do
Support Relocation Services agents by answering questions, offering guidance, and escalating when necessary.
Handle escalated guest issues through phone, SMS, and email.
Initiate, manage, and complete last-minute and mid-stay guest relocations.
Conduct Quality Assurance audits of agent interactions and reservation records.
Maintain and update relocation documentation including spreadsheets and trackers.
Monitor the Relocation queues in Twilio and ensure appropriate staffing.
Assign and manage relocation tickets, ensuring timely response and completion.
Act as a point of contact for Relocation SOP and budget exceptions.
Develop and deliver training programs for new hires and ongoing development:
- Intro to Relocation
- Comprehensive Relocation Training
- Refresher sessions (e.g., Spot Training, SOP changes)
Coordinate with internal departments (Finance, Acquisitions, Field Ops, Legal, etc.) on relocation-related matters.
Support disaster-related guest moves and coordinate future stay credits.
Liaise with other CX departments to handle escalations and provide subject matter expertise.
Assist with reservation management tasks, including rate adjustments, financial tools, and check powers.
Contribute to department goals and perform ad-hoc tasks as needed.
What You’ll Need:
- Reliable internet connection, must meet a minimum of 50 mbps
Skills and Qualifications:
Education
- High School Diploma or GED equivalent.
Technical Skills
Requires the ability to work a flexible schedule including nights, weekends, and holidays as needed to support the needs of the business.
Demonstrated ability to:
- Engage with our guests and owners in a way that enhances their Vacasa experience.
- Communicate in a positive, professional, empathetic, and “customer-centric” manner via phone, email, and chat.
- Use appropriate spelling, punctuation, and grammar in all written communication.
- Listen attentively and ask probing questions to clarify the problem/concern at hand.
- Embrace and adopt change in a fast-paced and constantly changing work environment.
- Work effectively both independently and as a member of the team.
- Multi-task, prioritize, and use a variety of systems and tools.
- Be open to coaching and feedback.
- Perform other related roles and responsibilities as assigned or required in response to business needs.
Attention to detail.
Work Experience
- Previous travel or industry-related experience and bilingual skills preferred but are not required.
What you’ll get
- Health/dental/vision insurance based on hours worked
- Employer Sponsored & Voluntary Supplemental Benefits based on hours worked
- 401K retirement savings plan with immediate 100% company match on the first 6% you contribute
- Health & Dependent Care Flexible Spending Accounts based on hours worked
- Paid Vacation & Sick Time
- Employee Assistance Program (EAP)
- Employee Discounts
- Please visit our careers page to review our full benefits offerings
Vacasa is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate against applicants based upon race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or other classes protected by applicable law. Veterans are encouraged.
Vacasa is committed to maintaining a safe and productive work environment. Possession, use, or being under the influence of alcohol or illegal drugs in the workplace is prohibited.
Some positions may require that you drive a personal vehicle and/or company vehicle for work purposes. Employees who are required to drive a personal vehicle must have reliable transportation, a valid driver’s license, and be at least 18 years of age. Employees who are required to drive a company vehicle must have a valid driver’s license, be at least 21 years of age, and have been a licensed driver for no less than 3 years.
An offer of employment for this role will be contingent upon the successful completion of a background check.
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