[Hiring] Associate Advisor, Owner & Guest Support @Evolve

Role Description

The Owner and Guest Support Associate Advisor supports both owners and guests by delivering empathetic, first-contact resolution to their requests. In this role, you will provide guidance and solutions across a variety of booking and account-related needs, ensuring a seamless experience for Evolve customers. You will balance customer and business needs while managing booking changes, account updates, and policy-related inquiries. Additionally, you will leverage your customer service expertise to handle daily support interactions, de-escalate sensitive situations, and drive positive outcomes for owners, guests, and partners.

What you’ll do

• Interact directly with owners and guests through multiple communication channels to discover their needs and provide thorough and accurate answers and solutions.
• Advise customers on Evolve and distribution site processes and policies, including cancellations, guest reviews, and damage protection.
• Partner and de-escalate with customers to resolve sensitive issues.
• Support owners and service partner requests, including cancellations, booking adjustments, and listing and account updates.
• Process guest booking requests, including cancellations, optional guest fees, and date transfers.
• Support department goals such as first contact resolution and service levels by meeting set performance standards.
• Support with additional owner and guest tasks, as needed by the business.

Qualifications

• 2+ years experience in a customer service role with a proven track record of goal achievement and the ability to deliver an excellent customer experience.
• Ability to be intentional with your time and work in a remote environment.
• Detailed: Committed to thorough execution of work, completing tasks accurately and completely.
• Coachable: You have a learner’s mindset, are open to and apply feedback from peers and leaders, and strive to develop both personally and professionally.
• Collaborative: You show respect in interactions with and about teammates and work proactively with others to build professional relationships and solve customer issues.
• Strong communicator: You are able to effectively and clearly seek understanding and articulate information, ideas, and needs to internal and external stakeholders.
• Resourceful: You proactively solve customer problems in a way that balances the business and customer needs.
• Resiliency: You have an open mind and enthusiasm for change as well as the grit to work regularly with customers who are upset.
• Experience working in Salesforce preferred.
• Multitasking skills and good organizational abilities.

Requirements

• We support our customers 365 days a year, including nights, weekends, and holidays. You must be willing and able to work assigned schedules to meet business needs.

Compensation

• For this role, the pay rate is $19.23 per hour.

Benefits

• Industry-competitive pay, equity in the company, and a 401(k) with a 4% immediate vesting match.
• 16-18 weeks of paid parental leave for birthing parents and 10 weeks for non-birthing parents, plus infertility coverage.
• Comprehensive medical, dental, and vision plans, with 100% employer-paid dental and vision for individual coverage, a low-cost medical option, 10 free mental health visits, and pet insurance.
• Generous PTO, RTO (for full-time exempt employees), sick leave, holidays, and a personal holiday to celebrate what matters most to you.
• Annual Evolve travel credit after one year and discounts on stays at all Evolve properties.
• World-class onboarding programs, learning, and development resources to help you grow your impact.
• Employee Resource Groups celebrating our diverse communities at Evolve.