Customer Care Technician (3PM-12AM CENTRAL TIME)

NOTE THIS JOB IS REQUIRED TO WORK OUR PRIME BUSY DAYS THAT ARE FRIDAY-MONDAY AND SOME HOLIDAYS
Customer Care Manager

Companies: Lakecation Vacations • Maid Squad Ozarks • Aloha Laundry Co.
Location: Remote / Hybrid
Reports To: Leadership Team

About the Companies

This role supports three growing service brands that work together to provide hospitality, property care, and service support at the Lake of the Ozarks.

Lakecation Vacations – A luxury vacation rental management company providing exceptional guest experiences and full-service property management.

Maid Squad Ozarks – A professional cleaning company specializing in vacation rental turnovers, residential cleaning, and property care services.

Aloha Laundry Co. – A commercial laundry service providing professional wash, dry, fold, and linen services for hospitality, medical, and commercial clients.

These brands operate together as one coordinated service team delivering exceptional support to guests, homeowners, and business clients.

Position Overview

The Customer Care Manager oversees customer communications and support operations across Lakecation Vacations, Maid Squad Ozarks, and Aloha Laundry Co.

This position is responsible for managing incoming guest and customer communication, ensuring service requests are handled promptly, and coordinating with operations teams to maintain excellent service standards. The Customer Care Manager helps ensure that guests, property owners, cleaning clients, and laundry customers receive prompt communication and high-quality support.

This is a multi-functional role as all brands operate from the same customer support center and share operational systems and communication channels.

The ideal candidate is organized, service-focused, an excellent communicator, and comfortable managing multiple communication channels and service schedules.

Key Responsibilities
Customer Communication & Support

Answer incoming phone calls, text messages, and emails for all brands

Assist guests with property questions, check-in information, and support needs

Respond to cleaning service and laundry service inquiries

Provide professional and friendly customer service to guests, homeowners, and clients

Ensure all customers receive prompt responses and helpful solutions

Guest & Client Experience

Welcome guests staying in Lakecation Vacations properties

Assist with guest questions before, during, and after their stay

Ensure guest needs are addressed quickly to maintain high satisfaction

Support the company’s 100% satisfaction guarantee for all customers

Reservation & Property Support

Assist with reservation inquiries and booking questions

Monitor guest check-ins and check-outs

Update and manage reservation and property information within the PMS system

Coordinate guest communication related to arrivals, departures, and property information

Scheduling & Operations Coordination

Coordinate scheduling changes for cleaning, maintenance, and laundry services

Communicate scheduling updates to operations teams

Ensure services are completed on time and customer expectations are met

Help maintain accurate schedules and service coordination

Owner & Client Support

Maintain professional communication with property owners and service clients

Provide updates when necessary regarding service requests or scheduling changes

Ensure property owners and business clients feel supported and informed

Team Coordination

Work closely with field operations teams, cleaning teams, and laundry teams

Support sales and marketing teams by responding to customer inquiries

Maintain clear internal communication between departments

Work Schedule

Our companies operate 365 days a year supporting guests and customers.

Because the vacation rental and hospitality industry is busiest on weekends, this position must be available to work during our peak operational days:

Friday – Monday availability is required.

Scheduling may include evenings, weekends, and holiday support depending on operational needs.

Skills & Qualifications

Strong customer service and hospitality mindset

Excellent phone, text, and email communication skills

Ability to handle multiple conversations and tasks at once

Strong organization and scheduling coordination skills

Comfortable using property management systems (PMS) and scheduling software

Strong problem-solving and conflict resolution skills

Ability to remain calm and professional in fast-paced situations

Reliable internet connection and professional remote workspace

Preferred Experience

Hospitality or vacation rental industry experience

Customer service or call center experience

Experience using PMS systems (Hostaway or similar)

Experience supporting service-based businesses or operations teams

What Success Looks Like

Success in this role means ensuring that guests, property owners, and service clients receive prompt communication, professional support, and a consistently positive experience.

The Customer Care Manager plays a key role in helping maintain the strong service reputation of Lakecation Vacations, Maid Squad Ozarks, and Aloha Laundry Co.

This position helps ensure that our teams deliver the high-quality service and satisfaction our customers expect.

Apply by putting "I Love Customers" in Heading