Customer Experience Associate

Why this role

As 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 
• 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
• You’re flexible and ready to help when our customers need us. We support all of our owners and teammates 24/7/365 days a year, including nights, weekends, and holidays. Therefore, your schedule for this role will include coverage during these key business hours 

Location 

We currently are able to hire throughout the U.S. except in the following states: District of Columbia, Hawaii, and Pennsylvania. There are also certain positions that may have hiring impacts in the following states: California, Maryland, New York, Rhode Island, and Washington. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both!

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Compensation

For this role, our pay rate is $20 per hour