Remote STR Operations & Customer Success Coordinator

REMOTE STR OPERATIONS & CUSTOMER SUCCESS COORDINATOR About Us We own and operate two growing companies based in Oklahoma. The Rentalists is a modern short-term rental management company providing backend management services for Airbnb and vacation rental owners. Earl Deans Home Services provides residential and commercial cleaning services, including recurring cleaning, deep cleaning, move-in/move-out cleaning, and Airbnb turnover services. We are looking for someone with prior short-term rental management experience who can professionally communicate with homeowners, guests, and cleaning customers while helping us grow both businesses. This is a long-term opportunity with room to grow into an Operations Manager role. ------------------------------------------------------------ RESPONSIBILITIES Customer Service • Answer inbound phone calls • Respond to text messages and emails • Schedule appointments • Return missed calls and voicemails • Provide exceptional customer service Sales & Lead Follow-Up • Call potential cleaning customers who requested quotes • Follow up on unbooked estimates • Reach out to previous customers for repeat business • Schedule discovery calls with Airbnb owners • Follow up with management company leads • Help convert inquiries into paying clients Short-Term Rental Operations • Speak confidently with Airbnb property owners • Explain our management services • Assist with owner onboarding • Coordinate internally with our operations team • Keep CRM records organized Administrative Tasks • Update customer records • Organize schedules • Manage lead follow-up lists • Assist with administrative projects as needed ------------------------------------------------------------ REQUIRED QUALIFICATIONS • Prior experience working for a short-term rental or vacation rental management company • Excellent spoken and written English • Comfortable answering inbound phone calls • Comfortable making outbound sales calls • Strong customer service skills • Highly organized • Reliable internet connection • Quiet work environment Preferred Experience • Airbnb • VRBO • Guesty • Hostaway • Hospitable • OwnerRez • PriceLabs • Google Workspace • Slack • Housecall Pro (not required) ------------------------------------------------------------ COMPENSATION We are not looking for someone to sit by the phone all day. Instead, we prefer a monthly retainer arrangement where you are available during agreed-upon business hours to answer calls, follow up with leads, and assist with customer communication. Please include: • Your requested monthly retainer • Your expected availability • Any performance-based compensation you would like to propose Performance bonuses are available for: • Booked cleaning jobs • Signed short-term rental management clients As our companies grow, this role and compensation will grow as well. ------------------------------------------------------------ WHY THIS POSITION IS DIFFERENT This is not a traditional call center position. You will become one of the first people our customers and property owners speak with and will play a major role in helping grow two expanding companies. If you enjoy hospitality, customer service, operations, and helping businesses grow, we'd love to hear from you. ------------------------------------------------------------ TO APPLY Please answer the following questions: 1. Tell us about your experience working in the short-term rental industry. 2. What property management software have you used? 3. Have you professionally answered inbound phone calls? 4. Have you made outbound sales or follow-up calls? 5. Tell us about a difficult customer situation and how you handled it. 6. Please record a 1-2 minute voice introduction so we can hear your communication style. 7. What monthly retainer would you require for this position? 8. Why are you interested in working with our companies? ------------------------------------------------------------ IMPORTANT We are only considering applicants with previous short-term rental or vacation rental management experience. If you've worked for an Airbnb or vacation rental management company and enjoy talking with customers, solving problems, and helping businesses grow, we'd love to hear from you.