The Position

You will serve as the go-to for advice, guidance, and support for homeowners and travelers reporting on-site or post checkout incidents. The perfect candidate for this position is willing to do what they can, when they can, to make the situation right in the customer's eyes with the hopes of creating customers for life, one experience at a time. You are a communication champion who can skillfully navigate sensitive conversations and mitigate conflicts with compassion and ease. Your team manager will provide guidance, but you will be given the freedom to make real-time decisions on how to best address issue resolution with our owners and travelers.

Responsibilities

• Advocate on behalf of our homeowners and travelers and coach them through Evolve’s resolution process
• Mediate conversations between traveler and homeowner related to additional charges or on-site issues and lead both parties to a peaceful resolution
• Assist homeowners with documentation requirements and deadlines for processing post-stay charges, damage claims and chargebacks
• Handle homeowner cancellations of traveler reservations and work to re-book guests when possible
• Constantly consider and provide suggestions on how to prevent future guest issues
• Lightning fast response to owners and travelers via phone and email/online request

Qualifications

• Four-year undergraduate degree preferred
• Minimum 6 months customer service experience
• Experience in conflict resolution a plus
• Previous experience interacting with customers over the phone a plus
• Previous team-oriented work a plus
• You thrive in a collaborative and fluid environment with rapidly changing priorities
• You like to have your t’s crossed and your i’s dotted, so you never miss a thing
• You can patiently provide full attention to customers, taking the time to make sure that all questions related to their vacation rental are answered to completion
• A quick study in any software environment (Salesforce.com experience a plus!)
• Passion for customer service and inherent motivation to help others
• Ability to manage several tasks at once without pause, as well as identify and balance top priorities
• We support travelers and owners 7 days a week. This position requires flexibility; including nights, weekends, and holidays. Please don't apply if this is not appealing to you.

A Little About Us

Evolve Vacation Rental Network is a high growth, Denver-based startup that is redefining vacation rental management and we’re looking for a smart, passionate, and entrepreneurial individual to join us.

Our team is on a mission to make vacation rental easy for everyone. We provide homeowners with the easiest and most effective way to generate rental income, while offering travelers the world's best booking experience.

We're conveniently located in Downtown Denver offering easy access to the Cherry Creek Bike Path, RTD Light Rail, as well as all the great restaurants, cafes, and coffee shops the city has to offer! Oh, and we also like to have a lot of fun.

• Benefits - You’ll receive competitive pay, a health insurance package that includes dental, vision, life and disability coverage. Evolve also offers a 401(k), pre-tax commuter discounts, and equity in the company.
• 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. 

Evolve Vacation Rental Network is an equal opportunity employer.