Escalations and Emergency Response Manager

October 11

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Evolve

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Vacation Rental Marketing & Booking • Traveler Support & Reservations • Vacation Rental Management • Hospitality

1001 - 5000

Description

• Evolve's Customer Support team empowers teammates through tools, processes and support. • As an Escalations & Emergency Response Manager, ensure complicated customer concerns are resolved. • Conduct root cause analysis to reduce escalated customers. • Develop initiatives addressing discoveries to exceed customer expectations. • Responsible for developing and implementing emergency plans and training employees.

Requirements

• 5+ years of customer service experience • 2+ years of emergency preparedness experience • Ability to handle sensitive and confidential situations with empathy and discretion • Proven ability to work through complex customer concerns and de-escalate tense situations • Strong analytical and writing skills, and be able to work well with others both external and internal stakeholders • Ability to establish and maintain effective working relationships. • Ability to analyze information under emergency operating conditions and directing the course of action to be taken. • Able to identify gaps, inefficiencies and flaws in existing processes • Uses data and storytelling to make convincing recommendations for solutions • Flexibility to pivot priorities on short notice when urgent situations arise • Strong communication skills and an ability to build relationships across teams to partner on providing customer resolutions • Strong customer experience background with a passion for providing customer-centric solutions • Knowledge of the laws and regulations governing emergency management. • Knowledge of emergency and/or disaster planning principles and practices. • Skill in managing and coordinating disaster recovery operations.

Benefits

• Industry competitive pay, including equity in the company for all Evolvers • 401(k) with a 4% match that vests immediately • 6 weeks of paid parental leave for birth and non-birth parents • Infertility coverage • Pet insurance to cover your furry children • Comprehensive health plans that include a 100% employer-paid option for Evolver-only enrollment • 100% employer-paid dental and vision for Evolver-only enrollment • 8 free mental health visits • Take some time away from work with generous PTO, RTO (for full-time, exempt employees) sick, holidays, and a personal holiday to celebrate what’s more important to YOU • Annual Evolve travel credit after 1 year • Discounts to stay at Evolve properties • World class onboarding programs • Learning and development opportunities