Advisor, Performance

Summary

Join Evolve's Performance team as a Performance Advisor and provide 5-star consultative customer service to homeowners. Leverage your expertise to optimize listing performance, guide homeowners in achieving their goals, and utilize data analysis to make informed recommendations. Partner with regional groups to educate homeowners on rate strategies and industry trends. Meet and exceed response time SLAs and KPIs. Provide exceptional customer service, using emotional intelligence and problem-solving skills. Evolve offers competitive compensation, comprehensive benefits, and opportunities for professional growth.

Requirements

• 3+ years customer service experience or 1+ year of experience driving performance
• Strong analytical skills with the ability to articulate complex ideas and strategies to homeowners to gain alignment and grow partnership/trust
• Ability to use appropriate tools to analyze revenue metrics of occupancy & rate and make recommendations
• Detail-oriented, skilled at prioritizing work, and capable of managing your time independently
• You enjoy speaking with clients and acting as an advisor on the industry’s best pricing practices
• Clear and concise communicator that is comfortable diffusing tense situations
• Able to work a Monday-Friday, 8-5 MT schedule for the first few months of training and ramp up

Responsibilities

• Act as an in-bound contact for Homeowner clients who have concerns and questions regarding their home’s listing performance
• Provide guidance to Homeowners asking questions prompted from Evolve’s proactive performance outreach campaigns
• Analyze listing booking performance and market trend data using Evolve’s data platform, Salesforce, and Excel to consult with Homeowners
• Partner with assigned regional groups to educate Homeowners on Evolve rate strategies, industry trends, and any relevant booking performance data
• Meet and exceed response time SLAs and additional KPIs set forth by the Performance Leadership team
• Provide an exceptional customer experience, using emotional intelligence and problem-solving skills to provide answers and find solutions

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 (100% employer-paid for individual enrollment), 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