Remote Guest Services Agent - Reservations & Support

Sales Match; Columbus (OH); Remote; USD 40,000 - 56,000; Full time

Benefits offered by this job

Fully remote in Ohio

Structured onboarding and training

Regular check-ins with team lead

Guest relations and service skills

Job summary

Sales Match is seeking a Guest Services Agent to support guests remotely from Ohio. You will answer questions, confirm bookings, and guide guests through next steps using approved materials.

The role operates under a customer service lead within the support team and requires a 40‑hour weekly commitment with variable shifts. The position emphasizes accurate information, courteous communication, and thorough note‑taking in our CRM systems (Freshdesk, HubSpot).

Qualifications

• High school diploma or equivalent.
• Experience in guest services or customer support is a plus.
• Ability to learn new systems and navigate multiple browser windows.
• Excellent verbal and written communication skills.

Responsibilities

• Receive guest questions via calls, emails, and support platform; review before responding.
• Verify booking references, contact info, and reason for contact; ask clarifying questions.
• Review prior interactions in CRM to inform responses and follow‑ups.
• Explain reservation details and procedures using approved references.
• Handle calls with a clear summary of needs before taking action.
• Enter permitted updates and check against guest instructions; route when needed.
• Coordinate with colleagues for missing information and keep guest informed.
• Escalate unresolved issues to the team lead with context and actions.
• Follow up on open tickets; confirm resolution and update status notes.
• Maintain quality through accurate answers and timely follow‑up.

Skills

Customer service mindset

Clear communication

Active listening

Problem solving

Education

High school diploma or equivalent

Tools

Freshdesk

HubSpot CRM

RingCentral

Job description

Sales Match is seeking a Guest Services Agent to support guests remotely from Ohio. You will answer questions, confirm bookings, and guide guests through next steps using approved materials.

The role operates under a customer service lead within the support team and requires a 40‑hour weekly commitment with variable shifts. The position emphasizes accurate information, courteous communication, and thorough note‑taking in our CRM systems (Freshdesk, HubSpot).