Advisor, Guest Booking Management

Why this role

You will serve as a go-to hospitality professional for both owner and Guest initiated cancellations and relocations and assist with complex billing cases. Our ideal candidate builds loyalty, one interaction at a time, by doing what they can, when they can, to ‘make it right’ in the customer's eyes. Your communication skills can skillfully navigate sensitive conversations and mitigate issues with compassion and ease. You will use your critical thinking and negotiation skills to review complex customer issues, and your organizational, investigative, and mediation skills to compile related  documentation. You display proficiency in the full range of resolution tactics with the 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.  

What you’ll do

• Respond to customers via phone, message, and email with care, professionalism, and urgency, and in a professional manner related to cancellations, relocations, collections and advanced billing issues
• Guide homeowners and guests through the cancellation and relocation of reservations within the Evolve family of homes, or, on a partner site including but not limited to Airbnb, TripAdvisor, and Vrbo
• Research and source alternative properties that meet the needs of our relocated guests and assist with the rebooking process
• Provide world-class customer service in the face of difficult situations, using  creative problem-solving techniques to achieve a positive guest outcome
• Assist guests in both the pre-arrival and post-arrival stages that are affected by unforeseen circumstances (I.e. natural disasters)
• Collaborate with all customer-facing teams as well as other departments to achieve high service level standards and meet company goals
• Understand, improve, and challenge current processes to continuously create a better Evolver, Guest, and Owner experience
• Support all Pre-Stay Guest Advisor tasks as needed by the business

What makes you a great fit 

• 3+ years of customer service or hospitality experience preferred
• Ability to work with a diverse group of stakeholders, using your strong organizational skills and attention to detail to achieve objectives and alignment
• A growth-mindset (seeking and thriving on challenges) 
• Strong communication skills — both verbal and written — with an understanding that the words we use (and don’t use) matter
• Unwavering motivation to help others
• Capability to manage several tasks at once, as well as identify and balance top priorities
• Ability to remain calm in difficult customer interactions
• Previous experience interacting with customers over the phone, preferred
• Team player that thrives in a collaborative and fluid environment with rapidly changing priorities
• A quick study in any software environment (Salesforce.com 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. 

Location 

We currently are able to hire throughout the U.S except in the following states: District of Columbia, Hawaii, and Pennsylvania. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both!

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Compensation

For this role our pay rate is $24.03 per hour