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Sales Conversion Account Specialist
Ref No.: 18-06266
Location: San Francisco, California
Job Title: Sales Conversion Account Specialist
Job Company: Major Online Hospitality
Job Location: San Francisco, CA
Job Duration: 3+ mos contract.  Please note that this is a short-term contract role with potential to extend.
Job Schedule: All applicants must be available to work five days a week during regular business hours (9 am - 5 pm, PST).


Job Description:
HOME Plus is an exciting new program that features high-quality homes with hosts known for great reviews and attention to detail. Every HOME Plus home is one-of-a-kind, thoughtfully designed, and equipped with a standard set of amenities. All HOME Plus homes are visited in person for a 100+ point quality inspection to ensure comfort, consistency, and design.

HOME 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 HOME 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.

Job 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

Job Requirements & Experience:
  • 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).
  • Fluent in one additional language -- Italian, Spanish, or Mandarin (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.
Manager Nice-to-Have:
  • 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).
  •  
Education:
BA / BS degree

Required Keywords:
ELOQUENT IT SUPPORT OPERATIONS PROBLEM-SOLVING QUALITY INSPECTION

Additional Keywords:
RETAIL SELF-DIRECTED TEAM PLAYER ACCOUNT SPECIALISTS CRM CUSTOMER SERVICE CUSTOMER SERVICE ORIENTED DATABASES EXCEL MICROSOFT EXCEL MICROSOFT POWERPOINT ORGANIZATIONAL SKILLS POWERPOINT RETAIL MARKETING RETAIL SALES WRITING SKILLS