Who We Are
Cactus Vacations is a boutique management company located in the Roaring Fork Valley that provides an insightful look into what it’s like to live in this beautiful valley through properties that are unique and luxurious. From a cabin next to the Crystal River to an expansive estate overlooking the entire valley, Cactus caters to guests’ need to relax, rejuvenate, and explore this beautiful valley in Colorado. 

Who We’re Looking For
The Cactus Vacations Customer Service Advocate is a solutions-oriented individual responsible for the daily management of incoming communications and assisting guests during all stages of the booking process, from inquiry to completion of their stay. This empathetic and passionate individual has a love for travel and will field inquiries, record data into the channel management software, and assign escalated tasks to the correct departments if the issue/query is beyond their ability to solve or answer. Their daily goal is to give each and every guest a positive experience and to mitigate any issues that might arise as much as possible. Working with compassion, knowledge of the business, and able to make quick decisions, this person is the foundation of the Cactus business and has the power to facilitate a fantastic experience! 

What You’ll Be Doing

• Be the initial point of contact for all guests staying with Cactus Vacations 
• Assist Local Operations Manager and homeowner with any issues that arise 
• Assign any issues and tasks that come into the business that are beyond their scope to handle to the correct department. This individual will be the first attempt to solve any issues that arise, but if the issue becomes more, you have a team to support you! 
• Monitor the main Cactus email account, business phone line, and guest texting service and respond to all communications and inquiries within 2 hours (during business hours) based on urgency. If an urgent situation arises, be able to handle it immediately.
• Enter all important data into our Channel Management Software for pertinent information coming in and happening within the communications/guest management of the business for accurate reporting & communications between the internal team. 
• Confirm the main schedule for our team each morning and be available to assist the team if they have a question or concern. 

Qualifications & Requirements: 

• A customer service background is a requirement with this position. 
• Excellent communication skills! Ability to speak and write in an eloquent manner. 
• Tech-savvy individuals are a must. You will be at a computer workstation most of the time and need to be comfortable with this requirement. To apply for this position you will need: 
• A private workspace free from distractions
• A smart phone (preferably iPhone X or newer) 
• A reliable laptop 
• Reliable internet connection (speed test required - use this link). Your speed must be at least 10.0 download/5.0 upload. 
• Ability to work a flexible schedule to support our 24/7 business, including nights, weekends, and holidays. Don’t worry, you’ll have a pre-set schedule and great benefits so you can plan your life around it! This position allows for the flexibility of longer periods off of work after shifts are completed. 
• This position currently will have two dedicated individuals, so the ability to work with one another’s schedules to make sure the position is covered 7 days per week is key. 
• The ideal candidate must be tech-savvy and quick to understand new programs and systems. Cactus comprises a collection of interfaces that make up the company’s software including a channel manager, pricing software, communication interfaces, etc. 
• Positive attitude: most problems can be solved by showing a guest that you hear them and are compassionate towards the situation. 
• The ideal candidate would be someone that is a self-starter, can wear many hats, and use creative problem solving to handle issues without asking for help often. 

Schedule

This position requires 4 consecutive days of dedicated support (followed by 4 consecutive days off) between the Cactus business hours of 8am and 6pm. When inquiries/issues arise outside of these hours, be available to handle them outside of these hours while you are on call. 

Compensation

Salary of $35,000 per year with a performance review after 6-months.

Benefits

• After an initial introductory period with the company you will receive: 
• Flexible vacation time & flex holidays 
• Staycation benefit & employee discounts
• Health/vision/dental benefits - 70% employer paid 
• Retirement benefits after a seasoning period 

Location: 100% remote, but must reside in Colorado