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Conversion Account Specialist
Ref No.: 18-02185
Location: San Francisco, California
Position Type:Contract
Start Date / End Date: 04/18/2018 to 07/28/2018
Airbnb Plus is an exciting new program that features high-quality homes with hosts known for great reviews and attention to detail. Every Airbnb Plus home is one-of-a-kind, thoughtfully designed, and equipped with a standard set of amenities. All Airbnb Plus homes are visited in person for a 100+ point quality inspection to ensure comfort, consistency, and design. To learn more about the program, click here.

Airbnb Plus is looking for conversion account specialists to join our host supply team. As a conversion account specialist, you will work directly with hosts and the conversion supply team to recruit hosts to join Airbnb Plus by phone and email, record your learnings, and directly support experiments to help the team assess new tactics and messages.

For this particular role, we are looking for individuals who are fluent in English and one additional language (Italian, Spanish, Mandarin) to join our team in San Francisco.

Please note that this is a short-term contract role with potential to extend. All applicants must be available to work five days a week during regular business hours (9 am - 5 pm, PST).

Responsibilities
Manage list of leads and engage through calls and email
Provide friendly, direct communication to hosts about their program status and next steps
Assess host interest and and program fit to shape conversation; acquire new listings through tactics
Compose thoughtful and accurate emails addressing host issues, and/or customize email templates to offer personalized responses
Identify and escalate issues appropriately
Troubleshoot problems and work with cross-functional team to implement solutions
Manage numerous concurrent tasks in an efficient, organized manner
Work proactively and independently to meet team targets and goals

Requirements
Education and experience
BA / BS degree.
2+ years of work experience
Experience in a customer-facing role
Professional experience in operations or a service role (e.g., retail, customer experience, hospitality, IT support)
Experience using internal company databases, such as Salesforce

Communication skills
Fluent in English (reading, writing, and speaking).
Exceptional writing skills. Able to compose eloquent, grammatically correct emails that provide clear direction to hosts in a warm, friendly tone.
Ability to summarize complex insights or findings into succinct summaries.
Comfortable speaking with hosts on the phone and addressing issues with sensitivity.
Excellent interpersonal skills.

Service skills
Passion for exceptional customer service. Patient and naturally empathetic.
Incredible attention to detail and organizational skills. Able to manage numerous tasks concurrently in an efficient manner.
Strong problem-solving skills. Able to diagnose issues and identify solutions quickly.
Ability to work under pressure, manage stress, and adapt quickly in challenging situations.
Internally motivated and self-directed, while also a strong team player.

Not required but nice to have

Fluent in one additional language -- Italian, Spanish, or Mandarin (reading, writing, and speaking).
Experience working in spreadsheets (e.g., Excel or Google sheets).
Experience making presentations (e.g., Powerpoint or Google slides).
Experience writing 1-pagers (e.g. Google doc summary)
Experience working with CRM systems (e.g., Salesforce).