Customer Support Specialist - Owner Success

Why this role

An an Owner Success Associate, you will be the go-to for information and support for our owners as they work to build their vacation rental business and provide 5-star experiences to guests. You’ll build loyalty one interaction at a time, by providing thoughtful, compassionate assistance. You are a creative problem-solver who stays positive and empathetic even while navigating sensitive conversations. You’ll have the opportunity to showcase your exceptional communication skills in conversations with owners and working with teammates to find solutions.

What you’ll do

• Provide an exceptional customer experience, using emotional intelligence and problem-solving skills to provide answers and find solutions
• Provide support through multiple interaction channels, including calls, live chats and emails from owners in a timely and professional manner
• Support owners in making changes and updates to their listings and bookings
• Help owners navigate Evolve’s systems, policies and processes 
• Collaborate with teammates in Owner Success and across Evolve to provide timely solutions that support both guests and homeowners
• Support departmental goals and service levels by meeting set performance standards

What makes you a great fit

• 1-2 years of experience in customer experience, sales, or hospitality industry 
• Proven experience with high volume inbound calls a plus
• 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
• Empathy: you understand other perspectives, listen effectively to recognize and exceed the needs of every stakeholder
• Active-listening: you can make others feel heard by patiently listening to them to understand, not to reply

Location 

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

Compensation

For this role our pay rate is $19.23 per hour.

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