Customer Experience Specialist

Fresh Tracks Canada•Vancouver, BC

22h•Hybrid

About The Position

At Fresh Tracks Canada, we craft tailor-made Canadian vacations for people from all over the world. Since 1996, our team of Canadian Insiders have helped our customers plan their vacations and enjoy life-changing travel experiences. We believe in keeping our customers front and center in everything we do; in fact, focus on serving our customers is one of our core values. Everyone acts and operates as an owner, treating this business as their own. We raise the bar constantly, embracing that nothing is perfect but continuous improvement is key. Our team is made up of passionate, positive experts who drive healthy collaboration by winning or losing as one, and we bring out the best in each other. We are looking for an experienced, self-sufficient Customer Experience Specialist to provide our guests with legendary Hospitality before, during and post travels. You will also be responsible for coordinating and creating custom itineraries, upholding the policies and contractual agreements of our itineraries, while also being the main touch-point between Fresh Tracks and our guests.

Requirements

Strong, professional communication skills, both verbal and written.
High attention to detail.
Superior time management skills and the ability to prioritize tasks.
Excellent telephone & written communication skills with an emphasis in customer service care with our travel partners.
Ability to troubleshoot.
Open to receiving and incorporating constructive feedback and coaching in an environment of continuous improvement.
Passion for collaborating and understanding different perspectives. Ability to listen and learn from the experiences of others.
Being an ambassador to innovation and change.

Nice To Haves

Preference will be given to those with experience in the travel/tourism industry, ideally relating to travel in Canada.

Responsibilities

Building relationships with our booked guests (some guests book up to 2 years in advance, typically 9 months on average)
Problem-solving skills when difficult and unpredictable situations arise
Book all trip components, working with tourism suppliers across Canada, and ensure preferences of each traveller are communicated to our travel partners
Answering incoming emails and calls from guests about their trip both pre, during and post travel
Engaging in sometimes challenging phone/email conversations with guests
Suggesting and arranging add-ons, upgrades, or modifications to their current itineraries
Providing concierge services for our guests (ie: restaurant recommendations & reservations)
Upholding the contractually required Terms & Conditions of our services
Populating all accurate joining instructions for each supplier to support the generation of guest’s pre-departure itinerary
Reviewing guests pre-departure itineraries - making sure all arrangements are accurate for a seamless experience while on the road
Work closely with the Vacation Coordinator team on the transition of trip files from Sales Agents to Customer Experience
In the event of an EOC (an emergency that impacts our guests on the road such as wildfires), work closely with the LH team to support our on the road guests as required
Overtime may be required from time to time during peak periods and EOC events
Availability for an 8-hour shift taking place Monday to Sunday between 5:30am and 6pm PST, including rotation of statutory holidays.
Other administration duties as required.