House Rental Company

Starting Pay $12.00/hr Top performers can make $15.00/hr There is additional equipment for this job The cost of new, limited contents equipment package is $450 if paid in full or $500 pay in 10 payments of $50.00 paid every pay period. New Equipment package includes:
• Chromebox - Acer CXI3-i38GKM (i3 model, 8GB DDR4, 64GB SSD

• Keyboard

• Mouse

• Yubikey

Agents are to supply all other equipment.

Job Description:

On a day-to-day basis, call centers can expect to perform the following tasks when servicing  Hosts and Guests:
Community Education Multi-Channel Support

• Handle inbound calls and messages from guests and hosts with issues relating to activities such as website issues, profile issues, property issues, and more.

• Provide knowledgeable, friendly platform support to the worldwide community and properly resolve guest and host challenges as needed by phone and/or messaging

• Research and troubleshoots problems using available resources

• Escalate issues appropriately

• Respond professionally to inbound contacts, including urgent situations

• Compose thoughtful, articulate, and accurate messages
Capabilities of Top Performing Call Centers for this Program
• Demonstrated experience:

• Problem solve, mediate, and negotiate

• Providing support with patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations

• Efficient in written and verbal communication

• Able to provide knowledgeable, friendly and eloquent guest and host support

• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies

• Familiarity with ticketing systems

• Strong mediation skills and experience working with users to identify the best solution

• Experience with policy work, or help resource project management

• Previous, demonstrable experience with creation of online help resources.


Hours of operation:

Monday – Sunday 7:00 AM – 11:00 PM EST* 

Agents have to work a minimum of 20 hours a week with 5 hours being on Sunday and/or Saturday.

Certification Times:

Phase I Instructor Led eLearning & Self-Paced Work 11/4/19 – 11/15/19

This Phase Is IN-DEPTH:

Requires strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation
Four hours of instructor-led content per day and up to two hours of self-paced content

What to Expect
Registrants will learn about the company, how to navigate the systems, and how to address host and guest concerns that are not related to a specific trip.


Phase II Earn While You Learn! Certification Call-taking with Guided Support 
11/18/19 – 11/22/19

This Phase Is
Opportunity for learners to apply all that was learned in Phase I and apply it to live calls with additional guided support
Time to earn revenue! What to Expect
2 intervals, 1 hour per day live servicing during class time


Phase III

Earn While You Learn! Certification SOW

11/24/19– 1/6/20 This Phase Is
Opportunity for learners to apply all that was learned in Phases I & 2 and apply it to live calls
Time to earn revenue! What to Expect
Minimum 20 hours of service per week including the intervals to be serviced on the day(s) listed below: 5 hours on Sunday and/or Saturday
Real-Time Quality Evaluations completed by Performance Facilitator
Agents must successfully pass Quality Evaluations (Best Start) during this phase.
Upon Successful Completion of Certification SOW 
Production SOWs issued upon successful completion of Certification SOW period






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