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Resolution Specialist

A Little About Us

Evolve Vacation Rental Network is a high growth, Denver-based startup that is redefining vacation rental management and we’re looking for a smart, passionate, and entrepreneurial individual to join us.

Our team is on a mission to make vacation rental easy for everyone. We provide homeowners with the easiest and most effective way to generate rental income, while offering travelers the world's best booking experience.

We're conveniently located in Downtown Denver offering easy access to the Cherry Creek Bike Path, RTD Light Rail, as well as all the great restaurants, cafes, and coffee shops the city has to offer! Oh, and we also like to have a lot of fun.

The Position

We’re on the hunt for a Resolution Specialist! This individual is a communication champion who can skillfully navigate sensitive conversations and mitigate conflicts with compassion and ease. Their voice will be representative of the Evolve brand, so this individual will need to be a pillar of professionalism and a reliable resource for knowledge about the company and our core values. If that sounds like you, please read on.

As a Resolution Specialist on our Homeowner Support Team, you will work to resolve post-booking related issues reported by our homeowners and partners. This includes (but is not limited to): insurance claims for damages, incident reports and credit card payment reversals.

You will be tasked with advocating on behalf of our homeowners and coaching them through Evolve’s resolution process. Post-booking related issues are a stressful part of short-term renting for our homeowners and partners, so a Resolution Specialist must provide world-class service to not only put the owner at ease and offer context for the situation, but to reach a solution that pleases them and encourages their continued trust in our knowledge and services. You will be expected to provide tailored suggestions on how to mitigate similar issues in the future. Your team manager will provide you with guidance, but you will be given the freedom to make real-time decisions on how to best address post-booking issue resolution.

This team is a critical element to Evolve’s success, and those in this role frequently communicate internally with other teams and externally with our homeowners and partners. This role will require an individual who is available during Evolve’s regular business hours (Monday-Sunday from 7:00 AM - 7:00 PM), as well as some holidays and weekends.

Responsibilities

  • Assist homeowners with documentation requirements and deadlines for post-stay charges and damage claims
  • Mediate conversations between traveler and homeowner for disagreements on additional charges and lead both parties to a peaceful resolution
  • Negotiate with homeowners and travelers to settle financial disputes outside of the credit card chargeback process
  • File credit card chargeback disputes with full documentation before the deadline if financial disputes cannot be resolved
  • Maintain a professional working relationship with partner companies
  • Monitor all accounts to prevent insurance abuse or overuse
  • Constantly consider and provide suggestions on how to prevent future guest issues

Requirements/Skills

  • A natural flair for organization and attention to detail
  • Proven ability to manage your time effectively
  • A forward-thinking, creative mindset geared towards developing new ideas to enhance your team’s capabilities
  • Ability to think strategically and work efficiently without sacrificing thoroughness
  • A sense of compassion and empathy used to coach homeowners through difficult and sensitive situations
  • Excellent communication skills
  • Strong negotiation skills
  • A creative and highly-skilled approach to problem-solving
  • Ability and willingness to work with third-party companies and meet deadlines
  • Proven capability for resolving escalated cases
  • A borderline obsessive eagerness to learn and continue personal development

Education

  • Four-year undergraduate degree

Benefits

  • THE BENEFITS - We offer competitive pay, amazing health insurance, dental, vision, 401(k), commuter discounts, and equity in the company.
  • A VOICE - Our innovation framework encourages you to pitch your ideas and make real changes at Evolve. Half our current departments were launched by employees!
  • CAREER GROWTH - We promote from within, and often. Over 75% of our department managers – and half our leadership team – started at Evolve in entry-level positions.
  • THE COMMUNITY - It’s easy to make friends at Evolve, and we work hard to keep community strong with our all-company Town Hall sessions and lots of company-sponsored events.
  • TRANSPARENCY - Every month, our co-founders tell us how the company is performing, explain where we’re headed next, and recognize team members for jobs well done.
  • HANDS-ON EDUCATION - We learn every day, and expect you to, too. We can’t wait to hear your ideas for how to improve Evolve, and we’ll gladly invest in your education.

Evolve Vacation Rental Network is an equal opportunity employer.  

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