Guest Services Representative

Job Title: Guest Services Representative Monthly Pay: $3,588 - $5,032 USD per month Summary: A guest services request arrives through a queue, call, email, or chat, gets checked, answered, recorded, and closed with clear notes. This contract Guest Services Representative helps guests understand available services, resolve routine questions, and reach appropriate next steps, making each interaction dependable and welcoming. The representative works under a customer service team lead and collaborates with customers, the support team, and service contacts. They help create a consistent experience by ensuring guests receive useful information and know when additional assistance is being arranged. This fully remote work from home position is based in Ohio, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Job Responsibilities: Receive guest questions through assigned queues, inbound calls, emails, and chat conversations, and identify the service or information requested. Review available service details, prior interaction history, and guest-provided information before preparing a clear, courteous response. Respond directly to routine questions about service access, available options, updates, and next steps using approved guidance. Enter accurate interaction notes, request details, actions taken, and agreed follow-up steps in a support platform such as Oracle Service Cloud. Locate and update guest contact details and interaction context in a CRM such as Zoho CRM while maintaining consistent entries. Use a contact-center phone system such as Five9 to manage inbound calls, document outcomes, and route calls when another team member is needed. Assist guests through a live chat tool such as Olark, confirming understanding and providing written guidance that is easy to follow. Verify that guest questions have been addressed, clarify incomplete requests, and identify any information needed before closing an interaction. Follow up on open requests when additional information, a service update, or clarification is needed to move the request forward. Escalate unresolved, sensitive, or unusual guest concerns to the customer service team lead with a concise summary and complete notes. Meet quality expectations through accurate responses, timely turnaround, complete notes, and reliable follow-up from request arrival through closure. Qualifications: High school diploma or equivalent. No experience required; related guest services or customer-facing experience preferred. Interest in learning service information, guest interaction practices, and steps for resolving routine requests. Familiarity with a support platform such as Oracle Service Cloud and a CRM such as Zoho CRM preferred. Ability to communicate clearly and respectfully by phone, email, and live chat with guests and internal contacts. Ability to review details carefully, follow established guidance, and provide concise written interaction notes. Ability to remain courteous when handling several guest requests and to ask questions when information is unclear. Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times. Authorization to work in the United States. Perks & Benefits: Fully remote work from home in Ohio, United States. Structured onboarding and training on Oracle Service Cloud, Zoho CRM, Five9, and Olark. Regular check-ins with the customer service team lead for guidance and feedback. Skill building in hospitality, guest communication, service knowledge, and request resolution. Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.