•Provide guests with the highest level of service to facilitate the best stay possible.• Lead a team of customer experience agents dedicated to resolving any issues guests mayencounter during their stay.• Utilize and master multiple systems including Kustomer, TalkDesk, SalesForce,StreamLine.• Ensure that daily supervisor tasks are completed and for tasks not completed there isa proper hand off to the incoming supervisor.• Using KPI data collected from various systems assist our Customer Experience leadershipin coaching our customer experience agents to over come any obstacles and become moreproficient with their day to day tasks.• Manage the workforce during my shift to ensure we are meeting our standard KPIs andthat our guests are being assisted in a timely and efficient manner.

• Respond to guest messages promptly and personally, with the goal of establishing anopen, welcoming relationship.• Interact with guests via phone, email, and chat.• Support field operation teams in maintaining a consistent guest experience.• Keep relevant systems updated with customer information and property details.• Provide knowledgeable and accurate information regarding AvantStay properties andpolicies.• Understand who our guests are and what brought them to AvantStay.• Attend weekly meetings and provide succinct, organized updates.• Build and maintain positive relationships with field operators and local vendors.• Provide the highest level of customer support and concierge services to all currentand future guests.

• Assist Director of Customer Success in leading the onboarding, renewals and move outsteam to meet quarterly OKRs and KPIs.• Build new Onboarding, renewals and move-outs processes to integrate automations andcreate a more efficient streamlined process for my teams.• Assist with the hiring process to supplement the renewals and move-outs team.• Resolve escalations for the renewals and move-outs team while providing industry-leading customer service to both our residents and owners.• Onboard all new owners, properties, and residents into Rent Manager to facilitate rentcollection on the first of the month.• Assist with training, coaching, and support for our CSR team.• Build and maintain relationship with both owners and residents to provide top-notchservice and resolve any issues that arise through the onboarding, renewal or move-outprocesses.• Use existing relationships to facilitate onboard of upsells from existing owners togrow their portfolios with Great Jones.

• Responsible for shift when the manager is not on duty to make critical decisions and insure that procedures are followed.• Provide network and system support and monitoring for business critical environments using SolarWinds, Splunk, Uptrends and SCOM Operations Manager.• Monitor the operational support systems to proactively identify service impacting events related to IT, network and facility conditions.• Ensure successful completion of all scheduled batch jobs using Tivoli Workload Scheduler, communicating with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to incidents.• Support Windows, UNIX and Linux environment in troubleshooting and resolving issue pertaining to logical disk space, services, server reboots, Active Directory, etc.• Monitor and resolve issues on network and storage devices such as Cisco Juniper, F5, Riverhead, Cisco UCS, EMC, 3PAR, etc.• Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution.• Use standard Runbooks to mitigate or resolve incoming incidents and support requests and escalate to appropriate teams as necessary.• Participate on incidents from inception to resolution, including root cause analysis.• Batch Operations monitoring via IBM Workload Scheduler.

• Provide daily phone support for all end users within the Firm for all components of the IT infrastructure and Application Support. This will include guidance, assistance, coordination and follow-up on questions, problems on all system applications, hardware and software. • Manage own daily individual performance measured by call capture, available time, speed of answer, and call resolution and customer support. 70% overall daily availability to answer calls is required. Ability to work in high stress, high call volume environment Record problem systems and status information through the use of Remedy and Service Now. • Troubleshoot workstation access, applications software and functional application support, using knowledge of network operating systems or notifying the appropriate support organization. Support the implementation and deployment of internal business systems and solutions. • Proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status. Provide follow-up once resolved to ensure customer satisfaction• Documentation of resolutions and submission to Knowledge Base. Provide resolution and support documentation for use by New Hires, Provide peer relationship and peer support to new hires• Provide overnight support to our offshore customers. • Manage issues with regards to Citrix Virtual Environments and work closely with our offshore team contact to spot potential outages and solve issues coming in via the help desk. • Document Major Incident calls and continue the process with IBM• Provide support for others whom are working shift with me• Assist with a smooth operation of the help desk during overnight hours

• Be a leader in Tech and Service Offerings.• Ensure tech department is neat, clean, full and organized.• Ensure my team is on target to hit the set goals.• Maintain Tech standards and train all associates to follow processes.• Know the vital metrics for the department and sales results every day.• Complete the Budget Planner every month and review with GM/Team• Follow up with associates to ensure they are 100% trained• Lead region in Tech Sales % Budget; hit budget and grow the business.• Master the key drivers of tech and execute our Budget Planner.• As a key holder in the store I also have the responsibility of being the Manager on Duty (MOD), dealing with customer issues, fetching product from the high risk stock room and providing the customers with outstanding customer service.• Conduct repairs on customers damaged computers, operating system re-installation, data backups, and general computer repairs.• On-site computer repairs