Customer Experience Specialist, Overnight at Evolve Vacation Rental

| Greater Denver Area
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The Position

As a Customer Experience Specialist | Overnight you will play a pivotal role in Evolve’s 24/7 customer support. As the go-to for all booking related questions from Guests, and all property-related questions from Partners and Owners, this comprehensive role provides a unique opportunity to assist all of Evolve’s stakeholders. You will field calls and emails, respond to questions, take action to assist Owners and Guests in need of assistance, and perform a night audit to determine case priorities for the upcoming day. The perfect candidate reflects Evolve’s core values, and can thrive in a collaborative environment, but can also work autonomously, to assist all of our customers in an efficient and professional manner. This role requires strong communication skills (especially over the phone), an empathetic nature, and a high degree of self-awareness.

Responsibilities

  • Provide an exceptional customer experience, using genuine kindness and professionalism
  • Field calls and emails from Guests, Owners and Partners in a swift and professional manner
  • Address questions that may arise related to booking confirmations, amenity availability, trip modifications, and cancellations
  • Help customers navigate their Evolve account and access all the information they need
  • Work across multiple booking platforms (such as Airbnb & Vrbo) to secure and adjust reservations
  • Document all activities in the company's CRM (Salesforce.com)
  • Assist Customers in times of need to make things right; utilize emotional intelligence and problem-solving skills to work towards effective solutions (not easy answers)

Qualifications

  • Team player that thrives in a collaborative and fluid environment with rapidly changing priorities
  • You have a hospitality mindset with a passion for the customer experience, and an inherent motivation to help others; you’ll always go the extra mile to make sure the job gets done right
  • Self-awareness: you understand your strengths, limitations, and emotions (and how they impact others) with an ability to manage them in stressful situations
  • Self-leadership: resilient, emotionally balanced, and self-motivated to thrive
  • Relationship building: you are a compelling communicator who can put others at ease, build trust, and develop connections with all stakeholders; previous experience interacting with customers over the phone a plus
  • Empathy: you understand other perspectives, listen effectively to recognize and exceed the needs of every stakeholder
  • Active-listening: you can make others feel heard by patiently listening to them to understand, not to reply
  • A quick study in any software environment (Salesforce.com experience a plus!)
  • Hospitality industry experience preferred, but not required
  • This position is for four-10 hour shifts per week (providing you with three days off per week); an example schedule could be Thursday-Sunday 9pm to 7am

*Pay starts at $19.23/hour


A Little About Us 

Evolve makes vacation rental easy for everyone. Our fresh approach to vacation rental management offers homeowners a better way to generate rental income and provides travelers with the industry’s best booking experience. 

Thanks to a strong work ethic and an unapologetic passion for hospitality, we now support over 14,000 properties in over 500 markets across North America. We enjoy earning each guest and owner's business - all while having some fun along the way.

Values mean more to Evolve than just bullets on a page. They drive our daily decisions and impact how we work as a hospitality company. Which value sounds the most like you?

  • Earn It
  • Build Loyalty One Interaction at a Time
  • Communicate Often, Honestly & Directly
  • Embrace Change
  • Stay Hungry & Humble
  • Care
  • Be Efficient
  • Take Risks
  • Learn Every Day
  • Have Some Fun Along the Way


Evolve is an equal opportunity employer. We believe that a diverse work environment is a successful work environment so all qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

We're conveniently located in Downtown Denver offering easy access to the RTD Light Rail, as well as great restaurants, cafes, and coffee shops!

An Insider's view of Evolve Vacation Rental

What’s the vibe like in the office?

The vibe of the office is relaxed, yet determined. Collaboration and questions are both highly encouraged. There is a strong sense of community within the office- it feels like a second home. The growth of the company is exciting, and it is refreshing to be surrounded by people that are genuinely happy to be doing what they do.

Garrett S.

Onboarding

What projects are you most excited about?

A project without a clear solution really excites me! The process of identifying, scoping and implementing a solution keeps things interesting and demands innovation.

Larry C.

Technology

What are some things you learned at the company?

One of my favorite things about working at Evolve is watching the company grow. I have learned a lot about the startup-growth company culture & the environment that it takes to succeed. I love looking back and see everything we as a company have learned through trial and error. More importantly I love seeing where it has brought us! #learneveryday

Edward O.

Property Acquisition

What unique initiatives do you have that encourage innovation?

Anytime someone new joins the Evolve team, we encourage them to own their impact. If we hire you, it’s because we want the real you, not some watered-down version that you bring to fit in at work. Encouraging our team to be their authentic selves has led to incredibly original ideas that have shaped Evolve into what it is today.

Brian Egan

CEO

What makes someone successful on your team?

In order to be successful on my team, it is important to provide exceptional customer service and be able to problem solve on the fly. One must be detailed oriented while working in a faced paced environment. Communication is key in being a successful member on my team and being able to collaborate with employees on other teams.

Ali H.

Customer Resolutions

What are Evolve Vacation Rental Perks + Benefits

Evolve Vacation Rental Benefits Overview

Benefits - You’ll receive competitive pay, and health insurance packages that include 100% employer paid HDHP, dental, vision, life, and long-term disability coverage. Supplemental benefits are also available in addition to 401(k) match, commuter benefits, equity in the company, military leave, and travel perks.

Lifestyle - We embrace work-life balance so we offer PTO and paid sick days. To encourage a healthy lifestyle, Evolve offers free access to an onsite fitness center and bicycle storage.

A Voice - Our innovation framework encourages you to pitch ideas and make real changes at Evolve. Employees are the driving force behind internal process improvements.

Career Growth - We are committed to creating growth opportunities for every employee at Evolve. Our leadership and management teams are dedicated to developing top talent who have a true earn-it mentality!

Community - It’s easy to make friends at Evolve, and we work hard to keep our community strong. There are two monthly all-company sessions as well as company-sponsored events throughout the year.

Transparency - Every month, our co-founders tell us how the company is performing, explain where we’re headed next, and recognize team members for jobs well done.

Hands-on Education - We learn every day, and we expect you to, too. We can’t wait to hear your ideas for how to improve Evolve, and we’ll gladly help you access the resources and develop the skills and you need to reach your career goals.

Culture
Volunteer in local community
There are a variety of volunteering opportunities at Evolve, including an all-company Care Week which helped us donated over 900 hours in 2019.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Our [email protected] groups bring together Evolvers with similar interests, ranging from volunteering, wellness, inclusion, and more.
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

We maintain a tremendous work ethic and an unapologetic passion for customer service. We focus on hitting measurable results, on time. The next time you hear "that's not my job" at our office it will be the first.

You will, however, find us collaborating in booths throughout the office and showering each other with shoutouts in team huddles. And when we’re not laser focused on the work at hand, we can be found enjoying lunch breaks in our plaza or snapping pictures of our amazing views of the Rockies.

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