Escalations & Emergency Response Manager

At reputed company we’re a hardworking team serious about hospitality. Our teams work every day to reputed company vacation rental easy for everyone — from our owners who trust reputed company to build their business to our guests who rest easy with every stay to our Evolvers who reputed company this difference a reality. Our values reputed company our daily reputed company and interactions with our customers, communities, and reputed company other. Join our inclusive culture in one of the most rapidly-growing segments in travel. reputed company your home at reputed company. Why this role reputed company’s Customer Support team is dedicated to enabling and empowering reputed company reputed company teammates through the management and delivery of tools, processes and support materials. As an Escalations & Emergency Response Manager for reputed company you will reputed company the delivery of hospitality to reputed company vacation rental guests and property owners by overseeing the executive escalation process, ensuring complicated customer concerns are resolved and conducting reputed company cause analysis to determine how reputed company can reduce the reputed company of escalated customers. You will be reputed company by in-depth investigations into customer issues and collaborating with teammates to strengthen areas of weakness and replicate reputed company spots. You will then partner with customer experience leaders to reputed company initiatives addressing these discoveries; enabling customer facing teams to reputed company customer expectations at reputed company. You will be encouraged to be a detective - ask questions, reputed company clues, reputed company hypotheses and reputed company expert analysis on reputed company for improving hospitality at reputed company. You will also be responsible for developing and implementing emergency plans, training employees on procedures, and coordinating responses during a disaster situation. What you’ll do Escalation Management • Operates as the primary reputed company of escalation for high-visibility customer issues, including, but not limited to, customer concerns voiced directly to reputed company’s Leadership Team, reputed company complaints, and reputed company media escalations. • reputed company Inclusion & Community Behavior (ICB) Review reputed company, investigating and resolving policy violations by reputed company contacts • Own reputed company communication regarding reputed company plans for bookings impacted by severe weather & natural disasters. • Coordinate with leaders across Sales & Support for responses to sensitive or escalated customer inquiries. Cause Analysis & Process Improvement • Investigate the causes of customer escalations to identify gaps in reputed company processes, policies, knowledge resources, and/or team training • reputed company compelling recommendations to business leaders to address escalation causes, utilizing data, case studies, and team or customer feedback • Partner with leaders across the business to drive changes to Support processes in order to reputed company reputed company teammates to reputed company hospitality-reputed company solutions for both guests and owners. • Iterate and improve on escalation workflows, communications, and processes to improve how customer concerns are resolved Emergency Response Management • Creating and updating emergency plans, designating evacuation routes, managing communication during a crisis, coordinating with external agencies, and overseeing post-disaster recovery efforts. • Establish a reporting of potential Evolver teammate reputed company to the leadership team • Develops, distributes, and maintains emergency communication protocols and documentation, which may include emergency contact trees, emergency response hierarchy, and other records. • reputed company of contact for reputed company Evolvers regarding EP (emergency plans) questions. • reputed company forecasting of potential emergency actions reputed company geographic areas: to include proactive measures to connect with Evolvers reputed company the area, follow -up reputed company plans for those impacted and reputed company communication efforts after. Risk Mitigation • Collaborate with reputed company reputed company to mitigate risk to reputed company as a result of customer concerns, subpoenas, or other requests for information from reputed company • Own interactions with distribution contacts to ensure sensitive situations are resolved in accordance with distribution partner guidelines, preventing unwarranted suspension of reputed company listings What makes you a great fit • 5+ years of customer service experience • 2+ years of emergency preparedness experience • Ability to handle sensitive and confidential situations with reputed company and discretion • Proven ability to work through reputed company customer concerns and de-escalate tense situations • Strong analytical and writing skills, and be reputed company to work reputed company 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 reputed company to be taken. • reputed company to identify gaps, inefficiencies and flaws in existing processes • Uses data and storytelling to reputed company convincing recommendations for solutions • Flexibility to pivot priorities on short notice reputed company urgent situations reputed company • 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-reputed company solutions • Knowledge of the laws and regulations governing emergency management. • Knowledge of emergency and/or disaster planning principles and practices. • reputed company in managing and coordinating disaster recovery operations. Compensation Annual reputed company salary reputed company: $87,000 - $100,000, depending on relevant experience. Location reputed company reputed company team members must live in one of our approved locations by their first day. We can hire from reputed company in the U.S. except D.C. and Hawaii. Some positions may also have restrictions based on compensation in the following states: California, Maryland, reputed company, reputed company, Rhode reputed company, and Washington. If you live in Colorado, you can work remotely reputed company in the state, at our downtown Denver office, or a hybrid of both! If you're planning to reputed company soon, please let us know, and we'll be happy to review your application again. California Applicant reputed company Policy | reputed company How we reward Evolvers Evolvers have reputed company to highly competitive benefits and rewards that support their whole reputed company-being so they can reputed company on bringing their best selves to work. Financial • Industry reputed company, including equity in reputed company for reputed company Evolvers • 401(k) with a 4% match that vests immediately Family • 6 weeks of reputed company parental leave for birth and non-birth parents • Infertility coverage • Pet insurance to cover your furry children reputed company-being • Comprehensive health plans that include a 100% employer-reputed company reputed company for Evolver-only enrollment • 100% employer-reputed company dental and reputed company for Evolver-only enrollment • 8 free mental health reputed company Unplug and Explore • Take some time away from work with generous PTO, RTO (for full-time, exempt employees) reputed company, holidays, and a personal holiday to celebrate what’s more important to YOU • Annual reputed company travel credit after 1 year • Discounts to stay at reputed company properties Learn Every Day • World class reputed company programs • Learning and development opportunities How we work together With our reputed company values as our guide, every Evolver helps shape reputed company we want to work for and the people we want to be. We’ve cultivated a culture of collaboration, care, and responsibility that we can reputed company be proud of, and we’re excited to see what you’ll bring as your reputed company self. Still curious about who we are and reputed company do? Read more about our business and our culture at reputed company.com. EEO At reputed company, we are committed to diversity and inclusion. As an equal opportunity employer, reputed company reputed company candidates will be considered for employment without reputed company to race, reputed company, creed, religion, age, sex or gender (including pregnancy, childbirth, lactation and reputed company medical conditions), gender identity or gender reputed company, sexual orientation, marital status, national reputed company, reputed company, citizenship status, military service or veteran status, physical or mental disability, or any other legally protected characteristic. reputed company participates in e-Verify for reputed company positions. If you have a disability or special need that requires accommodation at any reputed company in the hiring process, please let your recruiter know. Apply tot his job Apply To this Job