Guest Ex Specialist Trust and Safety

What we're looking for

Vacasa is seeking hard working, energetic employees to help us maintain the safety of our homes for our owners and future guests.

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

Compensation 

• $16 / 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

A skilled Trust and Safety Agent will monitor last minute bookings for self verification, scan and flag fraudulent bookings on craigslist, seek out patterns for repeat fraud incidents, and perform background checks. A Trust and Safety agent will be the bridge between customer experience and field staff when necessary.

This individual will:

• Handle Trust and Safety cases involving customer concerns via phone, email, and resolution platforms.
• Investigate and mediate disputes between users to help both parties reach a positive outcome.
• Be a decision maker in cases where users may be removed for not following Vacasa  Guidelines, Policies, or Terms of Use.
• Be responsible for taking incoming phone calls, making outbound calls as needed, and responding to emails or chats on a daily basis from future guests, field staff, and inquiries. These types of communication include:
• an existing, unpaid, and/or high risk reservation
• a problem/concern that emerged during and/or after their stay
• risk screening existing reservations
• cancelling a reservation
• Cancel and block high risk reservations when needed. Refunding cards associated with the reservation.
• Interact directly with field staff and disputes as the fraud-response team. 
• Assisting them with high risk reservations as needed or next steps to take when a guest in home is determined to be fraudulent.
• Follow up on future reservations where the guest has issued a chargeback and attempt to collect payment.

Skills you’ll need:

• Requires 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 both over the phone, email and chat.
• Strong verbal communication, ability to establish a connection and trust over the phone, as well as empathize with the caller while still following Trust and Safety policies and procedures.
• Use appropriate spelling, punctuation, and grammar in all written communication skills.
• Demonstrates confidence in decision making with minimal supervision
• Level-headed, remains composed in difficult or complex situations.
• Positive attitude, loves solving problems and is a good listener.
• Work effectively both independently and as a member of the team.
• Multi-task, prioritize, and use a variety of systems and tools.
• Learn multiple databases and being flexible in an evolving environment 
• Be open to coaching and feedback.
• Perform other related roles and responsibilities as assigned or required in response to business need.

What you’ll get

• Health/dental/vision insurance- 100% coverage option
• 401K retirement savings plan with up to a 6% company match
• Vacation time
• Paid sick leave 
• Career advancement opportunities
• Employee discounts
• All the equipment you’ll need to be successful
• Great colleagues and culture

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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