Advisor, Guest Booking Management

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Evolve is a hospitality company with a mission to make renting a vacation home easy for everyone. Thanks to an unapologetic passion for hospitality, we now support tens of thousands of owners across North America. We enjoy earning each guest and owner's business - all while having some fun along the way. Come join our fast-paced growth-stage culture, while enjoying the support of a well funded company - we’ve raised over $235M in investment capital from world-class investors like Durable Capital, T. Rowe Price, and Allen & Company.

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 

  • 3-5 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 are able to hire remote workers for this position across the United States, except in the following locations:

  • California
  • District of Columbia
  • Hawaii
  • Maryland
  • Minnesota
  • New Jersey
  • New Mexico
  • Ohio
  • Oregon
  • Pennsylvania
  • Washington

Compensation

For this role our pay rate is $23.56 per hour

Total Rewards at Evolve

At Evolve, we care for our teammates by supporting their physical, mental, and financial wellbeing through a comprehensive Total Rewards Program. 

  • Industry competitive pay, including equity in the company for all Evolvers
  • Health insurance package options that include 100% employer paid HDHP plan and two PPO plan options for you and your dependents
  • Employer-paid dental, and vision, for you and your qualified dependents 
  • Paid life insurance, short-term disability, and long-term disability coverage
  • 401(k) with a 4% match that vests immediately
  • PTO, sick days, and paid Parental Leave
  • Rich learning and development program for Evolvers

But wait, there’s more… optional benefits offered include commuter benefits, pet insurance and travel perks. 

About Us

Opportunity: Our leadership and management teams are dedicated to creating meaningful learning and growth opportunities for all Evolvers, as well as providing clear expectations and continuous feedback.

Community: It’s easy to make friends at Evolve. We support maintaining a strong community through our teammate-led groups focused on learning, inclusion, environmental wellness, and more. 

Transparency: Every month, our leadership team shares how the company is performing, explaining where we’re headed next, and recognizing team members for jobs well done. 

Values: They mean more to Evolve than just bullets on a page, they drive our daily decisions and impact how we work as a hospitality company. 

  • Earn It
  • Build Loyalty One Interaction at a Time
  • Communicate Often, Honestly & Directly
  • Embrace Change
  • Stay Hungry & Humble
  • Care
  • Be Efficient
  • Take Risks
  • Learn Every Day
  • Have Some Fun Along the Way

Which value sounds the most like you?

Evolve is an equal opportunity employer. We believe that a diverse work environment is a successful work environment so all qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

More Information on Evolve
Evolve operates in the Hospitality industry. The company is located in Denver, CO. Evolve was founded in 2011. It has 1063 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, OKR operational model, Team based strategic planning and Open office floor plan. To see all 6 open jobs at Evolve, click here.
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