Sr Guest Ex Specialist for Relocation Services

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: $19 / hour (Actual pay will vary based on a candidate's skill, experience, education and/or location)
• Shift: PM position, 12pm-9pm PST

This is a 100% remote position supporting Vacasa's Relocation Services team. The role is crucial for ensuring seamless guest experiences during stressful situations when their originally booked vacation rental is unavailable. The Sr. Relocation Services Specialist will collaborate with Team Leads and GX Managers to support team operations, mentor agents, manage queue activity, and resolve escalated issues.

Location Requirements: Must reside in one of the following 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.

Requirements

• Reliable internet connection (minimum 50 mbps).
• High School Diploma or GED equivalent.
• Ability to work a flexible schedule, including nights, weekends, and holidays as needed.

Skills and Qualifications:

• Demonstrated ability to engage with guests and owners positively and professionally.
• Excellent communication skills (phone, email, chat) with a positive, professional, empathetic, and customer-centric manner.
• Strong written communication skills with appropriate spelling, punctuation, and grammar.
• Active listening skills and the ability to ask probing questions.
• Adaptability to change in a fast-paced environment.
• Ability to work effectively both independently and as part of a team.
• Strong multi-tasking, prioritization, and system navigation skills.
• Openness to coaching and feedback.
• Attention to detail.
• Previous travel or industry-related experience and bilingual skills are preferred.

Responsibilities

• Support Relocation Services agents by answering questions, offering guidance, and escalating when necessary.
• Handle escalated guest issues via 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 (spreadsheets, trackers).
• Monitor 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).
• 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.

Company Information

Vacasa started with one home and an idea to connect homeowners and renters with smart technology and local teams. Today, Vacasa is the largest full-service vacation rental company in North America. Robust local operations teams are vital to successful vacation rentals, making up the majority of the workforce. Our operations teams ensure a seamless stay for guests, helping to create vacation memories.