Customer Support Representative - Based in USA

HomeExchange INC.; Cambridge (MA); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

20 days PTO

401(k) + match

Health insurance

Dental insurance

Vision insurance

Paid parental leave

Domestic and international seminars

Free membership to our platform

Job summary

HomeExchange INC. in the United States is seeking a customer-focused team member to join our USA team (Florida, Michigan, Wisconsin).

This is a full-time, work-from-home position with Saturday to Wednesday shifts. Your day-to-day will include identifying members’ needs, guiding users on the platform, answering emails from around the world to resolve issues, helping members find exchanges, and contributing to ongoing innovation.

Qualifications

• Excellent written and spoken communication skills.
• Proficient in Microsoft Office.
• Calm and composed under pressure, able to triage high-volume urgent requests quickly and accurately while maintaining quality.
• Strong organizational and interpersonal skills.
• Able to handle confrontational situations effectively.
• Detail oriented and thorough in work.
• Understand and follow work rules and procedures.
• Open to constructive feedback.
• Team player with a collaborative approach.

Responsibilities

• Identify members’ needs.
• Help our members become experts at using our platform.
• Answer emails of members from around the world to find solutions to their issues (difficulties on a page, cancellations, refunds, etc.).
• Help our members find an exchange and enjoy the best vacation of their life.
• Create your own project or participate in the creation to continue HomeExchange.com's innovation.
• Working hours: 9am-5:30pm West Coast, 12pm-8:30pm East Coast.

Skills

Excellent communication

Microsoft Office

Calm under pressure

Organizational skills

Confrontational situations

Detail oriented

Work rules

Accept feedback

Team player

Tools

Zendesk

Job description

Who are we ?

Welcome to the #1 home exchange community in the world

At HomeExchange, we envision a new mode of travel: through home exchanges.

Our company runs today the world’s largest home exchange community, with 300k members in 155 countries. Thanks to an innovative system, the platform offers a flexible and secure service, so that the members live an authentic experience based on trust and hospitality. Our way of life is shared by the worldwide HomeExchange community. It is in keeping this vision that we take on new initiatives every day to design unforgettable experiences for our members.

We find that respect, freedom, and kindness go hand-in-hand with ambition, innovation, and confidence. If you see yourself also manifesting these notions, searching for authentic experiences and exhibiting a concern about the preservation of our planet we invite you to join us. Let's build the future of travel together!

Job description

We are looking for a customer-focused team member to join our Team in USA (Florida, Michigan, Wisconsin)

This is a full-time and work-from-home position.
Working days : Saturday to Wednesday

Your day-to-day will include:

• Identify members’ needs

• Help our members become experts at using our platform

• Answer emails of members from around the world to find solutions to their issues (difficulties on a page, cancellations, refunds, etc.)

• Help our members find an exchange (and enjoy the best vacation of their life!)

• Create your own project, (or participate in the creation) with the aim of continuing the innovation of HomeExchange.com

• Working hours : 9am-5h30pm West Coast, 12pm -8h30pm East Coast

What are we looking for

Required Qualifications

• Excellent communication skills, verbal and written

• Skills in Microsoft Office

• Calm and composed under pressure, able to triage and respond to a high volume of urgent requests quickly and accurately while maintaining quality and a steady, reassuring tone.

• Strong organizational and interpersonal skills

• Must be able to deal effectively with confrontational situations

• Detail oriented

• Understand and follow work rules and procedures

• Accept constructive feedback

• Team player

Preferred experience

• You like teamwork and international environments

• You love helping people and making them happy

• You are an expert at listening and communicating

• You are adaptable and enjoy working in a fast-paced environment

• You are accurate, organized and reliable

• You have the ability to take initiatives

• You are an avid learner and like sharing your knowledge

• Prior experience in customer service

• Knowledge of a second language (French or Spanish ) is highly desirable

• Experience with support/CRM tools, such as Zendesk

What we offer

• 20 days Paid time off

• 401(k)+401(k) match

• Health insurance

• Dental insurance

• Vision insurance

• Paid parental leave

• Domestic and international seminars

• Free membership to our platform

Our Commitment to Inclusion

HomeExchange and its team stand firmly against all forms of discrimination. We are committed to promoting Diversity and Inclusion by fostering a respectful and welcoming work environment where everyone can find their place, express their talents, and build their professional career. Every application will be carefully reviewed —