Customer Experience Specialist, Resolutions

| 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 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
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • JupyterFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • ReshiftDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

Our office is located in Downtown Denver surrounded by the best the city has to offer. With our flexible remote work policy, our teammates are free to work in person in our Colorado space or remotely from home in 48 approved states.

An Insider's view of Evolve

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 Perks + Benefits

Evolve Benefits Overview

When we say we make vacation rental easy for everyone, that means you too, and we want to give you the benefits that make your life, health, and work better. This includes flexible healthcare, dental, and vision coverage for you and your dependents (including partners) with options that are 100% Evolve-paid for Evolvers.

Enjoy a flexible remote, hybrid, or in-office work environment that comes with travel perks, equity in the company, mental health support benefits, volunteer opportunities, commuter benefits, pet insurance, and more. Here, we encourage our Evolvers to use their voice, envision their growth opportunities, make friends at work, and learn every day. Keep scrolling to get the details.

Culture
Volunteer in local community
All Evolvers have up to eight hours of company-paid volunteer time per year to use through a variety of volunteer opportunities.
Partners with nonprofits
Evolve partners with nonprofits nationwide to work together on improving the safety and health of homes by providing essential home repairs and modifications in underserved communities.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Evolve offers short-term disability and long-term disability insurance through Prudential, 100% paid by employer.
Dental insurance
Dental premiums are 100% employer paid dental for Evolvers and highly subsidized for dependents.
Vision insurance
Vision premiums are 100% employer paid for Evolvers and highly subsidized for dependents.
Health insurance
Evolve offers high-deductible health insurance coverage at no cost to Evolvers and PPO Mid and Choice Plan Options with low premium costs.
Life insurance
Evolve offers life insurance through Prudential as well as a Long Term Care plan through CHUBB.
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Evolve offers an Employee Assistance Program which offers 8 free counseling sessions, eldercare resources and referrals, and pet care resources and referrals.
Abortion travel benefits
Evolve offers Medical Travel benefits to all Evolvers.
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Bonuses are offered to Evolvers at select levels of employment.
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Evolve partners with Kinside to support Evolvers with Childcare needs.
Generous parental leave
Family medical leave
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Hardship benefits
Office Perks
Commuter benefits
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Employees are offered a corporate discount through ClassPass nationwide.
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available

Additional Perks + Benefits

With our continued commitment to make Evolve an inclusive workplace, we’ve invested in highly competitive, transparent salaries and high-value benefits. We know each Evolver has their own needs and lifestyle choices, and Evolve works to provide flexible options that support every individual.

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