Job Description

Heirloom\nHeirloom is a leading company in the U.S. luxury vacation rental sector, operating across multiple markets with a strong focus on operational efficiency, design, and hospitality excellence.\nRole Summary\nOur Contact Center is the heart of guest communication operations. This team plays a critical role in delivering exceptional guest support and ensuring a seamless experience for guests staying at our luxury properties. As the first point of contact with the brand, the Guest Services team is responsible for providing timely assistance, resolving inquiries, and creating a warm, professional, and consistent experience from the very first interaction.\nBenefits:\n100% Remote work flexibility\nBiweekly pay in US Dollars\nPaid time off\nBonuses available\nOpportunity to work with a U.S.-based luxury brand.\nTravel and gain valuable exposure to the U.S. market\nIndefinite-term U.S. contractor agreement\nKey Responsibilities\nManage all incoming guest communications (text, email, calls, and online messages) in accordance with company policy\nRepresent the Heirloom brand in every interaction, with a strong emphasis on professional written communication\nFacilitate coordination between Guest Services and Field Operations to resolve issues at the root cause\nHandle and resolve guest concerns as the first point of contact\nBuild trust and rapport through friendly, brand-aligned communication\nSupport guest screening processes to protect properties, neighbors, and other guests\nIdentify, follow up on, and close new reservations based on availability\nHandle inbound calls from prospective guests and conduct outbound calls to answer questions and close sales\nContinuously enhance the guest experience\nActively participate in team meetings\nSchedule\nThe work schedule requires one weekend shift (Saturday or Sunday) not both days, only one. The schedule is 4 days per week, with 12-hour shifts (2 hours of break and 10 working hours). You will have 3 days off each week. \nRequirements\nAdvanced English proficiency (the role is fully conducted in English, written and spoken)\nBased in Bogotá (2-week paid, in-person training in Bogotá)\nMinimum of 3 years of experience in customer service and/or sales for a luxury brand\nExperience with cloud-based tools, CRM systems, VOIP, and similar technologies\nStrong negotiation, persuasion, and communication skills, with the ability to build trust and close sales opportunities in a luxury hospitality environment",