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Guest Services Specialist

Backroads
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BACKROADS has been an innovator in the travel and tourism industry since 1979, offering unforgettable travel experiences to the most breathtaking destinations around the world. Our commitment to exceptional customer service and innovative travel experiences has made us a leader in the field. As we continue to grow, we are looking for passionate, dedicated professionals to join our team.

 

Position Overview: The Guest Services Specialist is a fast-paced position requiring strong verbal and written communication skills, serious attention to detail, and strong organizational abilities. The role demands the ability to multi-task, adhere to timelines, and meet daily contact goals. A positive attitude toward our guests and fellow teammates is essential in this Contact Center environment. As a new employee, you will work Monday to Friday from 8:00 am to 5:00 pm for the first month of training. Thereafter, you will be required to work one weekend day, either Sunday through Thursday (with Friday and Saturday off) or Tuesday through Saturday (with Sunday and Monday off).

 

Key Responsibilities:

  • Develop in-depth knowledge of Backroads trips, policies, procedures, and systems.
  • Respond to service calls and emails promptly and efficiently.
  • Ensure reservations and client profiles are complete and accurate by collecting missing information.
  • Support the Sales Team by obtaining necessary reservation information:
    • Bike and apparel selections
    • Contact information
    • Passport details
    • Release of liability forms
    • Personal information forms
  • Stay current on world news and events affecting travel, including travel and border restrictions.
  • Collaborate with Guest Service Assistants, Guest Service Consultants, Trip Consultants, and Guest Services managers.
  • Proactively share updates, system improvements, and strategies with your team and other departments.
  • Participate in department and company team meetings.

Qualifications and Skills:

  • Strong written and verbal communication and interpersonal skills.
  • Great attention to detail.
  • Ability to multi-task and work effectively in a fast-paced work environment.
  • Strong organizational and administrative skills.
  • Proficiency with Microsoft programs, Salesforce, and Atlassian is a bonus.
  • A passion for travel and learning about new places.