Client Experience Manager

Job Description

Job Description

Communications Specialist (FULL TIME, IN PERSON) 

Golden Swan Management - Vacation Rental Management

Golden Swan Management is a rapidly growing vacation rental management company committed to building a thoughtful, high-performing team. We believe our continued success is driven by the talent, energy, and integrity of the people we bring on board. Together, our team supports property owners, development partners, guests, and our broader community with a shared commitment to excellence.

We are seeking a Communications Specialist to serve as a key point of contact for our guests, property owners, and partners. This role is central to delivering an exceptional experience—responding to inquiries, resolving issues, and strengthening relationships that drive long-term loyalty and occupancy.

Position Overview

The Communications Specialist provides timely, professional, and solutions-oriented communication across multiple channels and communication platforms. This individual will play an important role in understanding customer needs, identifying opportunities for improvement, and contributing to strategies that enhance guest and owner satisfaction and retention.

This role requires a high level of emotional intelligence, strong communication skills, and a proactive, resourceful approach to problem-solving.

• Full Time
• Schedule: Thursday - Monday (9am - 5pm)
• Pay: $20 - $25/hour
• Accrued PTO: An eligible employee may begin to use PTO after completing 90 days of employment in good standing.
• Health, Dental and Vision Benefits - offered after completing 90 days of employment in good standing
• 401K - offered after completing 90 days of employment in good standing

Key Responsibilities

• Communicate with guests, property owners, and vendors via phone, email, and internal platforms
• Respond promptly to inquiries and resolve concerns with professionalism and care
• Identify patterns in customer feedback and behavior
• Gather and analyze information to support retention and service improvements
• Collaborate with internal teams to develop and implement customer retention strategies
• Build and maintain positive, long-term relationships with clients and vendors

Qualifications

• Bachelor’s degree in communications, marketing, business, or a related field required
• 2+ years of experience in customer relations, communications, or a similar role 
  • Additional plus if you have experience in the vacation rental industry!
• Excellent verbal and written communication skills
• Strong interpersonal and conflict resolution abilities
• Experience with CRM or customer service software systems
• Highly organized with strong time management skills
• Comfortable learning and adapting to new tools and technologies
• Ability to work primarily in an office-based environment

What We’re Looking For

The ideal candidate is naturally curious, resourceful, and composed under pressure. You are someone who can prioritize effectively, think critically, and communicate with clarity and authenticity in a wide range of situations.

You take pride in your work, bring positive energy to your team, and are motivated by delivering meaningful, high-quality experiences for others. You are equally driven by personal and professional growth, and you actively seek opportunities to contribute ideas and improve processes. This individual must be able to work autonomously and within a team environment.