Central Services Agent, Overnight Support, Contract

Pacaso; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading real estate company in the United States seeks a Central Services Agent to provide remote support for homeowners. The role includes managing service requests and ensuring excellent customer service during ownership journeys. Ideal candidates are empathetic problem solvers with strong communication skills. Join a company recognized for its workplace culture and enjoy competitive benefits, including a salary and stock options.

Benefits

Competitive salary and stock options

Excellent medical, dental and vision insurance

Paid maternity and paternity leave

Generous home office stipend

Quarterly remote team building events

Qualifications

• Experience in customer service and project management.
• Ability to handle requests effectively and timely.
• Flexibility to work weekends, nights, and holidays.

Responsibilities

• Assist Owners with requests like reservations and problem resolutions.
• Support Home Managers with on-demand Owner requests.
• Serve as Point-of-Contact for Homeowners across regions.

Skills

Customer-centric mindset

Problem-solving ability

Strong communication skills

Service-driven operations experience

Detail-oriented and organized

Tools

Salesforce

Job description

Central Services Agent, Overnight Support, Contract

Remote, United States

About Pacaso

Pacaso exists to enrich lives by making second home ownership possible and enjoyable for more people. Our innovative co-ownership model is the easiest, smartest and most responsible way for people to experience the joy of a second home. We provide all the benefits of true ownership without the hassles through our simplified financial structure, easy and equitable scheduling, and dedicated local property management. Pacaso has facilitated over $1 billion in gross real estate transactions and service fees across more than 40 markets nationwide, as well as internationally in Paris, London, and Cabo.

We have been featured in The New York Times, Wall Street Journal, Fortune, Forbes, CNBC and more. Pacaso is a certified Great Place to Work and has received numerous accolades for its workplace culture. Fortune and Great Place To Work named Pacaso to the 2024 Best Workplaces in Real Estate list. In 2023, Pacaso was recognized as a Best Workplace in the Bay Area, and in 2022, it ranked among the Best Medium Workplaces, Best Workplaces for Real Estate, and Best Workplaces for Millennials. Additionally, Pacaso was ranked #6 on Glassdoor's 2022 list of Best Places to Work and was one of LinkedIn's top startups in 2022.

About this Role

We are looking for a Central Support Agent to join our Home Operations crew. The Agent will remotely provide owner services and engage our owners throughout their ownership journey from initial onboarding, home orientation, stay readiness, stay support, and service requests, and be an on-demand problem solver for our Owners. This person will partner with our in-market home managers to ensure delivery of our service promise in that homes are clean and well maintained consistently for every stay.

The ideal candidate will have a knack for quick problem solving, and a heightened sense of empathy through the customer experience lens. They will possess deep experience and a solid understanding of customer service and project management and will deliver a world-class experience to our Owners by receiving and responding to a variety of requests in an effective and timely manner.

What You’ll Do

• Maintain a high level of customer service while assisting our Owners with a variety of requests including reservations, inbound calls/texts, problem resolution, work order management, and proactive communications.
• Support our in-market Home Managers with handling on-demand requests from Owners and proactive owner communication, covering the overnight and weekend shifts.
• Serve as primary Point-of-Contact for Homeowners in all our regions (Pacific North and Southwest, East and Mountain).
• Be highly knowledgeable of every Pacaso home in our portfolio to handle minor troubleshooting and emergencies.
• Achieve and exceed KPIs.
• Hours: Tuesday 8pm EST - Wednesday 1pm EST; Friday 12pm EST - 10pm EST; Sunday 11am EST - 9pm EST.

You’ll be a Great Fit if you Have

• Familiarity with Salesforce
• A customer-centric mindset with the ability to problem solve on the fly
• Experience in service-driven operations, in person and remotely
• A strong grasp of verbal and written communication
• A high-energy, positive, and professional attitude
• A detail-oriented, extremely organized, and capable of dealing with ambiguity
• A strong team player mentality and use your innovative problem-solving skills to tackle various tasks and challenges
• Ability to identify opportunities and deliver on Owner-centric solutions while using empathy, focus, and compassion in all interactions with Owners, teammates, and stakeholders
• Flexibility with your schedule to ensure support for our Owners as the team grows including weekends, nights, and some holidays to support a 7-day a week, 365 days per year department

You’ll love working at Pacaso because of our

• Competitive salary and stock options
• Excellent medical, dental and vision insurance
• Sponsored memberships to One Medical, Ginger and Carrot
• 401(k) to help you save for the future
• Paid maternity and paternity leave
• Generous home office stipend and monthly cell phone reimbursement
• Quarterly remote team building events and L&D opportunities

Pacaso encourages applications from people of all races, religions, national origins, genders, sexual orientations, gender identities, gender expressions and ages, as well as veterans and individuals with disabilities.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Pacaso’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to VEVRAA, we request this information to measure outreach and recruitment effectiveness. Classification of protected categories is as follows:

• A "disabled veteran" is one of the following: a veteran of the U.S. military who is entitled to compensation (or who would be entitled if not for military retirement pay) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
• A "recently separated veteran" means any veteran during the three-year period beginning on the date of discharge or release from active duty in the U.S. military, ground, naval or air service.
• A "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
• An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305

OMB Control Number 1250-0005

Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and your answer is confidential. No one who makes hiring decisions will see it. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s OFCCP website.