Associate, Guest Experience

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.

Evolve is impacting the vacation rental space and our Guest Experience team is a key piece to our future. Come make an impact with us! We're looking for someone to join our team who has a hospitality mindset and thrives on helping others. This role requires strong communication skills, an empathetic nature, and a high degree of self-awareness. As a Guest Experience Associate, you will respond to questions and take action to assist Guests in need of assistance through various communication channels, including phone calls, messaging, and emails. 

What you’ll do

• Field calls, messages, and emails from guests in a swift and professional manner related to general property or general billing questions, and assisting guests with the booking process
• Assist guests throughout the trip lifecycle utilizing emotional intelligence and problem-solving skills to work towards effective solutions 
• Help guests navigate their Evolve account and access all the information they need
• Sell travelers on the Evolve difference, including our 4 core standards, along with individual attributes of properties in our network
• Work across multiple booking platforms (such as Airbnb & Vrbo) to secure and adjust reservations; dexterously move between operating systems
• Document all activities in the company's CRM (Salesforce.com)
• Provide an exceptional customer experience, using genuine kindness and professionalism, thrilling travelers with over-the-top service throughout the evaluation and booking process
• Collaborate with all customer-facing teams as well as other departments to achieve high service level standards and meet company goals

What makes you a great fit

• Ability to work nights and weekends
• Experience with inbound customer calls preferred
• 1-2 years of experience, preferably in customer experience, sales, or hospitality industry 
• A team player: you thrive in a collaborative and fluid environment with rapidly changing priorities
• A hospitality mindset: 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
• Ability to work with a diverse group of stakeholders, using your strong organizational skills and attention to detail to achieve objectives and alignment
• Self-awareness: you understand your strengths, limitations, and emotions (and how they impact others) with an ability to manage them in stressful situations
• A relationship builder: you are a compelling communicator who can put others at ease, build trust, and develop connections; previous experience interacting with customers over the phone a plus
• Ability to demonstrate empathy: you understand other perspectives, listen effectively to recognize and exceed the needs of every stakeholder
• An active listener: you can make others feel heard by patiently listening to them to understand, not to reply
• Results-driven and looking to achieve daily, weekly, and monthly goals
• Resilient, emotionally balanced, and self-motivated to thrive
• 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. 

Typical schedules: 

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 you and your family
• 100% employer-paid dental and vision for you and your family
• 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

About Us: 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.