Why this role

While the pandemic has impacted many hospitality companies around the world, we feel grateful that demand for vacation rentals has never been higher. Evolve properties continue to see a record-breaking volume of bookings and we’re on track for a banner year. As a Customer Support Specialist, you will respond to questions and take action to assist homeowners and/or guests through calls, live chats, and emails. We're looking for those who thrive on helping others to join our teams and provide best-in-class hospitality experiences. This role requires strong communication skills (especially over the phone), an empathetic nature, and a high degree of self-awareness.

We offer a range of opportunities to learn and grow your career at Evolve. Evolve is revolutionizing the vacation rental space and our Customer Support team is at the heart of that plan. You'll have lots of opportunity and support to make a big impact on the success of the company!

What you'll do

We're seeking Teammates to work for one of our two support teams: Guest Experience (working with guests and homeowners prior to check-in) or Owner Success (working with our homeowners once their property's listing is live)

• Field calls, live chats and emails from guests and/or homeowners in a swift and professional manner
• Provide an exceptional customer experience, using genuine kindness and professionalism
• Assist customers in times of need to make things right; utilizing emotional intelligence and problem-solving skills to work towards effective solutions (not easy answers)
• Collaborate with internal team members (Evolvers) across teams to provide timely solutions that support both guests and homeowners
• 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)

What makes you a great fit

• Team player: you thrive in a collaborative and fluid environment with rapidly changing priorities
• Hospitality mindset: you have a passion for the customer experience and a genuine desire to want 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: you are resilient, emotionally balanced, and self-motivated to thrive
• Relationship building: you’re a compelling communicator who can put others at ease, build trust, and develop connections; 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 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
• Our hours are 6 am - 10 pm, 7 days a week, including holidays. You will work 5 shifts a week that can vary in start and end time, and will include some nights and a minimum of one weekend day work. Flexibility is required.

Location 

Evolve has a flexible working environment so teammates can work remotely from almost anywhere in the United States, in our beautiful downtown Denver office or a hybrid of both! As we grow we are working towards opening remote opportunities across the entire U.S. We currently are unable to hire in the following locations: California, District of Columbia, Hawaii, Minnesota, New Jersey, New Mexico, Ohio, Oregon and Pennsylvania.

Compensation

For this role our hourly pay rate starts at $19.23 per hour.