Owner Success Advisor

Why this role

As a member of the Owner Success team you will serve as a consultant with our homeowners in order to  build loyalty and advocacy with them. In your role as Owner Success Advisor, you will partner with our owners to provide personalized outreach and coaching as they manage their vacation rental business. In addition, you will use your customer service expertise in daily reactive support interactions with owners. You will navigate complex, challenging, and sensitive situations with your care and customer service skills. Having in-depth conversations and helping people see benefits to our services gives you a sense of satisfaction and you thrive on owning a problem or concern for a customer to its end. 

What you’ll do

• Coach and educate Owners on Evolve and short-term-rental strategies to maximize revenue and provide 5 star guest experiences
• Problem solve with owners on complex issues and situations, including damage claims, credit card chargebacks, listing performance, distribution platform issues, and guest concerns. 
• Provide regular proactive outreach to owners to address potential problems and issues with their business and  build  strong relationships and trust between owners and Evolve
• Provide exceptional customer support to Owners using multiple interaction channels, using emotional intelligence and problem-solving skills to provide answers and find solutions
• Support Owners in making changes and updates to their listings and bookings
• Help owners navigate Evolve’s systems, policies and processes 
• Own the resolution of owner requests and issues, facilitating and , collaborating with others across Evolve when needed
• Gather documentation and process damage claims and chargebacks, ensuring validity and consistency of each instance
• Support departmental goals and service levels by meeting set performance standards

What makes you a great fit:

• 2+ years of customer service or hospitality experience
• 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
• Relationship building: you’re a compelling communicator who can put others at ease, build trust, and develop connections; previous experience in account management a plusSelf-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
• Detail-oriented: You love digging into and untangling complex situations and ensuring you have all the information needed to make decisions
• Problem solving: you have the ability to help others move past emotion in a situation to find mutually agreeable solutions
• 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! 

Compensation

For this role our pay rate is $27.40 per hour