evolvevacationrental Remote - US Full-time 2024-06-04

At Evolve we’re a hardworking team serious about hospitality. Our teams work every day to make vacation rental easy for everyone — from our owners who trust Evolve to build their business to our guests who rest easy with every stay to our Evolvers who make this difference a reality. Our values anchor our daily decisions and interactions with our customers, communities, and each other. Join our inclusive culture in one of the most rapidly-growing segments in travel. Find your home at Evolve.

Why this role

You will focus on making it right for vacation rental guests and owners to help Evolve become the most trusted hospitality brand in vacation rental. This highly challenging, highly rewarding role is for a resilient candidate who will serve as an ambassador providing advice, guidance, and support for stakeholders, primarily when incidents occur in our homes. You will often manage complex, sensitive, and stressful situations with your care, emotional intelligence, and ethical judgment. You will be empowered to make real-time decisions on how to create solutions that are aligned with our core values to create durable performance for our Owners and five-star experiences for our Guests.

What you’ll do

  • Interact directly with owners and guests to discover their needs, provide answers to questions and problems
  • Respond to changes in the business with agility and skill at navigating ambiguity
  • Partner and mediate with Owners and Guests to resolve time-sensitive, challenging issues; including evictions, disputes, and crisis situations
  • Educate Owners on strategies to prevent future guest issues by identifying root causes and partnering on durable solutions
  • Exercise due diligence (investigation), critical thinking, and negotiation skills to advise appropriate actions and solutions tailored to the situation and listing profile 
  • Own the resolution of requests and issues, facilitating and collaborating with others across Evolve when needed
  • Respond to stakeholders via phone, message and email with agency, care, professionalism, and urgency
  • Support with additional Owner and Guest in additional tasks, as needed by the business. 

What makes you a great fit

  • 3+ years experience in account management, customer service, demand generation or an inbound/outbound sales role with a proven track record of goal achievement and the ability to deliver an excellent customer experience
  • Quick and flexible learner, willing and able to adapt rapidly to change
  • Must be comfortable routinely having difficult conversations with customers
  • Strong communication skills through multiple mediums, including email, phone, chat, and text
  • You are able to act with conviction to advise others on best performance practices
  • Your self-awareness is off the charts, with your understanding of your emotions and how they impact others (and your ability to adapt to best support others in fluid situations)
  • Expertise in mediation and negotiation skills, with the ability to partner with key stakeholders on complex solutions and strategies to develop trust
  • You have a growth-mindset (seeking and thriving on challenges) is required
  • A quick study in any software environment (Salesforce experience is a plus!)
  • We support all of our stakeholders 365 days a year, including nights, weekends, and holidays. Therefore, your schedule for this role will include coverage during these key business hours. 

Compensation

For this role our pay rate is $27.95 per hour

Location 

We currently are able to hire throughout the U.S. except in the following states: District of Columbia, Hawaii, and Pennsylvania. There are also certain positions that may have hiring impacts in the following states: California, Maryland, New York, Rhode Island, and Washington. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both!

California Applicant Privacy Policy | Evolve

How we reward Evolvers

Evolvers have access to highly competitive benefits and rewards that support their whole well-being so they can focus on bringing their best selves to work. 

Financial

  • Industry competitive pay, including equity in the company for all Evolvers
  • 401(k) with a 4% match that vests immediately

Family

  • 6 weeks of paid parental leave for birth and non-birth parents
  • Infertility coverage
  • Child care discounts and locator support 
  • Pet insurance to cover your furry children

Well-being

  • Comprehensive health plans that include a 100% employer paid option for the Evolver
  • 100% employer-paid dental and vision for the Evolver
  • 8 free mental health visits

Unplug and Explore

  • Take some time away from work with generous PTO, sick, holidays, and a personal holiday to celebrate what’s more important to YOU
  • Annual Evolve travel credit after 1 year
  • Discounts to stay at Evolve properties

Learn Every Day

  • World class onboarding programs
  • Learning and development opportunities

How we work together

With our core values as our guide, every Evolver helps shape the company we want to work for and the people we want to be. We’ve cultivated a culture of collaboration, care, and responsibility that we can all be proud of, and we’re excited to see what you’ll bring as your authentic self.

Still curious about who we are and what we do? Read more about our business and our culture at evolve.com.

EEO 

At Evolve, we are committed to diversity and inclusion. As an equal opportunity employer, all qualified candidates will be considered for employment without regard to race, color, creed, religion, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, national origin, ancestry, citizenship status, military service or veteran status, physical or mental disability, or any other legally protected characteristic. Evolve participates in e-Verify for all positions.

If you have a disability or special need that requires accommodation at any point in the hiring process, please let your recruiter know.