Customer Service Representative
Sonder
Sonder is on a mission to revolutionize hospitality and make a world of better stays open to all. No two Sonders are the same – each property has a bespoke design and contains a mix of rooms, suites, and apartments. Though each Sonder is unique, our mobile app allows guests to effortlessly navigate their stay. From check-in to checkout, everything they need is just a tap away. To be better is a never-ending pursuit and revolutions don’t happen overnight. But, together, we can forever change the way people stay, for the better.
We are looking for someone who breathes hospitality operations and is energized by the opportunity to maximize, motivate, and inspire a team to deliver an amazing Sonder guest experience. Our Sonder locations are distributed across a city in different shapes, sizes, ages, and styles, and we pride ourselves on offering a hotel-like service. That’s what you’ll own.
Life at Sonder
We aspire to build a workplace where employees can thrive. Our culture shapes how we make decisions, how we conduct meetings, how we communicate, and how we treat each other. It’s the coordinated way in which we work that gives us a shot at achieving the epic tale we hope to be part of. Our Leadership Principles are a foundational part of our culture and they play a vital role in guiding the values and actions of our team members. Each of these principles is at the heart of what we do. Check out this article to find out more about our Culture and Principles.
As a Guest Services Representative you will help us field reservations requests, troubleshoot guest issues, and take our guest experience to the next level. With guest requests coming in at all hours, our Customer Service Specialists are responsible for speaking directly with guests and working closely with our city teams to deliver on our brand promise and ensure the needs of our guests are met.
If you are hard working, empathetic, solutions oriented, and ready to jump into the startup world then this is the job for you.
WE ARE CURRENTLY HIRING FOR FULL-TIME roles. The role requires 40 hours per week over the course of 5 days, with two consecutive days off. Shifts are 8 hours and cans start as early as 8am Eastern Time and end as late as 11pm Eastern Time. Weekend shifts are required however we understand how much everyone enjoys being off Saturday and Sunday off so we endeavour to give you at least 1 weekend off per month. All schedules are subject to change due to the needs of the business. You will be working 100% remotely. Role is based in the United States and requires work authorization.
The Opportunity:
Be the first point of contact for all our guests via phone, email and messaging
Learn the ins and outs of our travel business so you can handle any questions guests have
Respond to, troubleshoot, and resolve guest issues in a timely and positive manner
Handle the booking process from start to finish when reservations requests overflow from the Central Reservations Team
Coordinate with our city teams to resolve issues on the ground and provide ongoing updates to guests
Who We Look For:
Minimum 2 years of customer facing experience (retail, contact center, food service industry, etc.)
Ability to adapt in a rapid growth environment
Strong problem solving skills
Personable and love speaking with others via phone, email, and chat
Strong computer literacy skills
Sense of humor
Flexibility to work a varied schedule
While our teams work remote, you must have a quiet place to work and reliable internet
2+ years of post secondary school preferred
Bilingual with verbal and written fluency in English and Spanish a plus
#LI-Remote
Benefits
We offer attractive employee travel perks for any Sonder location as well as competitive stock, health and lifestyle benefits. For eligible employees, benefits may include:
Competitive compensation
Generous stock plan
Medical, dental and vision insurance (where applicable)
Flexible vacation
Wellness and volunteering days
Annual free credits and discounts to stay in Sonders
Workplace flexibility (for remote-specified positions only) #ABetterWaytoWork
Learn More About Sonder
Blog: Sonder Stories
Instagram: @sonderstays
Equal Opportunity
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other classification protected by applicable state, federal or local law. Extend Hospitality To All is one of Sonder’s Leadership Principles. Living up to that principle means fully embracing diversity: ensuring that all of our employees, guests, partners, and communities feel safe, respected, included, cared for, and empowered.
As part of our commitment to creating a workplace open to all, we have created Sonder Circles, also known as employee resource groups. These groups aim to foster a diverse, equitable, and inclusive workplace aligned with the communities they serve.
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to recruiting@sonder.com.