Customer Experience Specialist | Resolutions at Evolve Vacation Rental

| Greater Denver Area
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The Position

You will serve as the go-to for advice, guidance, and support for homeowners and guests that report issues while they are in-residence or post-checkout. The perfect candidate has a passion for creating customers for life, one experience at a time, by doing what they can, when they can, to ‘make it right’ in the customer's eyes. You are a hospitality professional that communicates like a champion who can skillfully navigate sensitive conversations and mitigate issues with compassion and ease. You are prevention-focused and display proficiency in the full range of resolution tactics with a supernatural 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.

Responsibilities

  • Resolve issues that arise from the operation of our core business in the most expedient and cost-effective manner; you are genuine in your approach and can diffuse a difficult situation with the reassurance that you have everything handled
  • Advocate on behalf of our homeowners and guests coaching them through Evolve’s resolution process; mediate conversations resulting in a fair resolution for all parties 
  • Work towards effective solutions (not easy answers)
  • Contribute to strategies on how to prevent issues upstream by identifying root causes and providing a solution
  • Assist homeowners with documentation requirements and set expectations for processing post-stay charges and insurance claims
  • Exercise due diligence, critical thinking, and negotiation skills to determine the appropriate action to resolve chargebacks (credit card disputes)
  • Provide an exceptional customer experience while collaborating with other departments to improve operational efficiencies
  • Respond to homeowners and guests via phone and email/chat in a swift and professional manner

Qualifications

  • You have a hospitality mindset with a passion for guest experience and inherent motivation to help others; you’ll always go the extra mile to make sure the job gets done right
  • Four-year undergraduate degree preferred
  • Experience in conflict resolution with the ability to manage several tasks at once without pause, as well as identify and balance top priorities
  • You are personable (especially on the phone) and have an awareness of your emotions, how they impact others, and the ability to manage stressful situations
  • Experience working in a team-oriented and collaborative environment
  • You are genuine, organized, trustworthy, reliable, sincere, appreciate learning every day, and enjoy having some fun along the way!
  • Have a successful track record in following-up and following-through on your commitments
  • Thrive in a collaborative and fluid environment that may result in changing priorities (you embrace change)
  • A quick study in any software environment (Salesforce experience a plus!)
  • We support all of our stakeholders seven days a week. This position requires flexibility; including nights, weekends, and holidays (please do not apply if this is not appealing to you)
     

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 10,000 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.

Read Full Job Description

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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