Blueground Hiring for Customer Experience Logistics – Senior Coordinator at United States Full Time

At Blueground, our vision is to make people feel at home wherever they choose to live. For us, that means ensuring our guests have the peace of mind, flexibility & confidence they need to explore life’s latest adventure.

We’ve grown a lot since our founding in 2013, having raised more than $258m+ in funding, to date — and that’s just the beginning. We’re now hosting guests in more than 11,000 homes in 30 cities around the world (and growing!), with an aim to hit 50 cities by 2025.

Our vision comes to life through our ways of working. For our 1,100+ member team located across 16 countries, we’ve created a culture of collaboration, inclusiveness, and opportunity.

We believe our people should have the power to choose their preferred way to work. Depending on the role’s requirements, team members can choose to work full time in one of our offices, work fully remote, or choose a hybrid model between the two.

We are driven by our core values. To our team, Time is our most important resource. Excellence isn’t simply a standard, but an exciting way to look at life. We Care deeply about our guests and colleagues. Our relationships are built around Transparency, which builds trust and improves communication.

We’re shaping the future of living, and we want you to be part of that journey

We are looking to recruit a Customer Experience Logistics – Senior Coordinator for our Blueground for Business team.

In this role you will manage the pre-arrival inspections process for all of our Enteprise clients, ensuring that we are meeting or exceeding our SLA’s with our partners. Processes EI (exit inspection) PHO (post hand over) tickets, making decisions based on client experience and escalating any process gaps. You will also manage Bulk Deals and create SOPs as knowledge gaps are identified while ensuring client expectations are met and new hire training on the nuances/importance of mobility are delivered.

Responsibilities

• Process Pre Check in Inspections (PCII) for a subset of markets (either East Coast or West Coast, depending on business need) for all B4B bookings, ensuring all SLA’s are met
• Consistently track unit-readiness issues and escalate to the appropriate managers for coaching and follow-up
• Exit Inspection Post Handover Emails sent within 10 days of guest checkout
• Track and document all disputed EI charges (both internally and externally disputed)
• Attend all bi-weekly POD calls within designated subset of markets, reporting any important updates back to our B4B-CX teams
• Create SOPs when there are knowledge gaps identified on an as-needed basis
• Lead trainings with Operations teams as it pertains to conducting inspections
• Bulk Deal (10+ check-ins same day, same company) management during peak times within designated subset of markets. This includes scheduling calls with all stakeholders, creating a tracker within Google Sheets, and coordinating cross-functionally to ensure smooth check-ins.
• Escalate issues to Management team in a proper way when required
• Communicate effectively to our key account contacts and mobility partners
• Develop excellent relationships with other related departments to ensure proper levels of service are provided

Qualifications And Requirements

• Awesome verbal and written communication skills
• Ability to manage up, work cross functionally, and influence without authority
• Experience in servicing customers
• This is not a front office position, but candidate must be comfortable communicating externally to guests/partners as needed
• Excellent Multitasking skills
• Excellent Time management skills
• Previous industry experience – a plus

At Blueground we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity or religion.

For more information on Blueground, visit us at www.theblueground.com . To keep up with Blueground news, follow us on LinkedIn , Instagram and Tik Tok !