Guest Experience Associate

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

• 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.
• 1-2 years of experience, preferably in customer experience, sales, or hospitality industry 
• Team player: you thrive in a collaborative and fluid environment with rapidly changing priorities
• You have 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
• You are able to work with a diverse group of stakeholders, using your strong organizational skills and attention to detail to achieve objectives and alignment
• You are self-aware. You understand your strengths, limitations, and emotions (and how they impact others) with an ability to manage them in stressful situations
• You are a relationship builder.  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
• Through the ability to demonstrate empathy, you understand other perspectives, listen effectively to recognize and exceed the needs of every stakeholder
• You are an active listener; you can make others feel heard by patiently listening to them to understand, not to reply
• You are results driven and look to achieve daily, weekly, and monthly goals
• You are resilient, emotionally balanced, and self-motivated to thrive
• You are a quick study in any software environment (Salesforce.com experience is a plus!)

We are current hiring for the following schedules: 

Sunday-Thursday: 1pm-10pm MT

Monday, Tuesday, Friday, Saturday: 11am-10pm MT

Tuesday-Saturday: 1pm-10pm MT

Tuesday, Wednesday, Friday, Saturday: 11am-10pm MT

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, Maryland, New Jersey, New Mexico, New York, Pennsylvania, Rhode Island, and Washington. 

Compensation

For this role our pay rate is $19.23 per hour

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