Evolve is a hospitality company with a mission to make renting a vacation home easy for everyone. Thanks to an unapologetic passion for hospitality, we now support tens of thousands of owners across North America. We enjoy earning each guest and owner’s business – all while having some fun along the way. Come join our fast-paced growth-stage culture, while enjoying the support of a well funded company – we’ve raised over $235M in investment capital from world-class investors like Durable Capital, T. Rowe Price, and Allen & Company.
Why this role
You will serve as a go-to hospitality professional for both owner and Guest initiated cancellations and relocations and assist with complex billing cases. Our ideal candidate builds loyalty, one interaction at a time, by doing what they can, when they can, to ‘make it right’ in the customer’s eyes. Your communication skills can skillfully navigate sensitive conversations and mitigate issues with compassion and ease. You will use your critical thinking and negotiation skills to review complex customer issues, and your organizational, investigative, and mediation skills to compile related documentation. You display proficiency in the full range of resolution tactics with the ability to uncover a customer’s needs by asking the right questions and listening for comprehension, not to simply respond. Team leaders will provide guidance, but you will be given the freedom and opportunity to make real-time decisions on how to create mutually beneficial resolutions for all of our stakeholders — teammates, homeowners, guests, and partners.
What you’ll do
Respond to customers via phone, message, and email with care, professionalism, and urgency, and in a professional manner related to cancellations, relocations, collections and advanced billing issues
Guide homeowners and guests through the cancellation and relocation of reservations within the Evolve family of homes, or, on a partner site including but not limited to Airbnb, TripAdvisor, and Vrbo
Research and source alternative properties that meet the needs of our relocated guests and assist with the rebooking process
Provide world-class customer service in the face of difficult situations, using creative problem-solving techniques to achieve a positive guest outcome
Assist guests in both the pre-arrival and post-arrival stages that are affected by unforeseen circumstances (I.e. natural disasters)
Collaborate with all customer-facing teams as well as other departments to achieve high service level standards and meet company goals
Understand, improve, and challenge current processes to continuously create a better Evolver, Guest, and Owner experience
Support all Pre-Stay Guest Advisor tasks as needed by the business
What makes you a great fit
3-5 years of customer service or hospitality experience preferred
Ability to work with a diverse group of stakeholders, using your strong organizational skills and attention to detail to achieve objectives and alignment
A growth-mindset (seeking and thriving on challenges)
Strong communication skills — both verbal and written — with an understanding that the words we use (and don’t use) matter
Unwavering motivation to help others
Capability to manage several tasks at once, as well as identify and balance top priorities
Ability to remain calm in difficult customer interactions
Previous experience interacting with customers over the phone, preferred
Team player that thrives in a collaborative and fluid environment with rapidly changing priorities
A quick study in any software environment (Salesforce.com experience is a plus!)
We support all of our stakeholders 365 days a year, including nights, weekends, and holidays. Therefore, your schedule for this role will include coverage during these key business hours.
We are currently hiring for the following shifts:
Tuesday, Wednesday, Friday, Saturday- 9pm to 7:30am MT
Sunday, Monday, Wednesday, Thursday- 9pm to 7:30am MT
Location
Evolve has a flexible working environment so teammates can work remotely anywhere in the state of Colorado, in our beautiful downtown Denver office, remotely or a hybrid of both! As we grow, we are working towards opening remote opportunities across the entire U.S. We currently are able to hire across the U.S except in the following locations: California, District of Columbia, Hawaii, New Jersey, New Mexico, Ohio, Oregon and Pennsylvania.
Compensation
For this role our pay rate is $23.56 per hour, plus a $1/hr shift differential for overnight hours worked between 8 pm and 8 am MST
LI-KW1
Total Rewards at Evolve
At Evolve, we care for our teammates by supporting their physical, mental, and financial wellbeing through a comprehensive Total Rewards Program.
Industry competitive pay, including equity in the company for all Evolvers
Health insurance package options that include 100% employer paid HDHP plan and two PPO plan options for you and your dependents
Employer-paid dental, and vision, for you and your qualified dependents
Paid life insurance, short-term disability, and long-term disability coverage
401(k) with a 4% match that vests immediately
PTO, sick days, and paid Parental Leave
Rich learning and development program for Evolvers
But wait, there’s more… optional benefits offered include commuter benefits, pet insurance and travel perks.