Phone Representative (PM Shift) — At Mine Hospitality Puerto Rico ONLY

**Location:** Remote (U.S.\-based) **Type:** Full\-time **Schedule:** 4PM TO 12AM Eastern Time, 5–6 days per week, including weekends and holidays on a rotating basis **Pay:** 10\.50 per hour **About At Mine Hospitality** At Mine Hospitality operates boutique hotels and short\-term rentals across Miami Beach, San Diego, San Francisco, Seattle, Key West, Fort Lauderdale, and other markets. Our team does best when people are warm with others, organized in their work, and dependable in execution. **About the role** This is a fully remote evening shift focused on one thing: taking care of guests who reach out during the evening hours. When a guest calls or messages about something that isn't right — a room issue, an access code that isn't working, a request that didn't get handled earlier — you're the person who picks it up, calls them back, works the problem, and follows through until it's resolved. You own each situation from the moment it lands until the guest is taken care of. You'll be working from home, on your own for most of the shift, across multiple properties. You'll coordinate with on\-call maintenance when a fix requires someone on\-site, and leave clear notes for the next morning's team. The tool set is small: RingCentral, Whistle, WhatsApp, Google Chat, and Cloudbeds. **What you'll do** * Answer guest calls and messages during the evening shift * Call guests back when they report an issue, and work each one through to resolution * Dispatch maintenance when a fix requires someone on\-site * Leave clear internal notes for the front desk and the morning team * Post property\-level updates so the regional manager has full visibility * Log every interaction in real time in the shared shift file **Shift preview** **Handover — 4:00 PM.** You start by reading the morning team's notes, checking open items, and reviewing any ongoing guest conversations. **Peak evening — 4:30 PM to 9:00 PM.** Calls and messages come in as they come in. You'll be answering, calling back, working each issue, dispatching where needed, and logging as you go. Speed matters, but not as much as whether the guest hangs up feeling taken care of. **Wind\-down — 9:00 PM to 12:00 AM.** Follow up on any open items, complete your logs, flag anything the morning team needs to pick up, and post final property updates. **A few things worth knowing before you apply** We want to be upfront about the parts of this role that don't suit everyone, so you can decide if the setup fits your life and how you like to work. **The shift is solo.** You'll be on your own for six hours at a time, with no team around you. Some people prefer this. If you know you do better with colleagues nearby, this probably isn't the right role. **Evenings and weekends are the schedule.** The 4 PM – 10 PM ET window is permanent, and weekends and holidays are part of the rotation. If your evenings need to be free for family, school, or another commitment, this schedule won't work. **You'll own e