Customer Service Specialist - US

Macs Adventure•Denver, CO

2d•Hybrid

About The Position

Supporting our customers throughout their Macs Adventure journey, you will look after them once they have made their booking, answering questions and arranging those important final details. You will then be there to support and solve any issues they have whilst they are travelling with us and closing the feedback loop to ensure they book again. Reporting to our Customer Service Director, this is a fantastic opportunity to join an ambitious, fast-growing international business and progress your career in travel. This customer-focused role is key to communicating our brand values, delivering memorable trips and creating loyal Macs adventurers! The Customer Service team is obsessed with efficiency, quality and loyalty. We support our customers from all over the world from the moment they confirm their bookings with us. You will be joining a customer-focused, passionate, organized, and resilient group with a hands-on attitude to make things happen together.

Requirements

It is essential that you have at least 1+ years’ experience of customer-facing roles centered around problem-solving and creating customer delight, ideally (although not essentially) in the travel industry.
Ability to empathize with and be the voice of the customer.
Experience of complaint handling
Outstanding customer service and problem-solving skills.
An excellent eye for detail and administrative skills.
Able to multitask, prioritize and establish deadlines to ensure competing objectives are met.
Interpersonal and team skills which enable you to build great relationships internally and externally.
Highly confident, competent and articulate individual who can communicate professionally.
Excellent written and verbal communication skills.
Experienced and fluent in using IT systems such as email, livechat, phones, booking/company systems and MS office suite.
Learning orientated.
Resilient and flexible.
A hands-on individual willing to go the extra mile for customers, colleagues and the business.

Nice To Haves

Previous experience in the travel industry, a passion for active and adventure travel.

Responsibilities

Communicate with customers via phone calls, live chats and emails. Use technology such as a CRM and Zendesk in an efficient manner.
Answer customer questions on a broad range of trips and destinations and the Macs Adventure App/ My Account. You will make the journey seamless pre, during and post trip.
Engage with customers and communicate the Macs Adventure brand promise.
Process customer payments.
Collect and update contact, travel details, interests and pre-trip information
Work with our internal operations team to ensure that the customer’s trip is arranged to perfectly meet their needs.
Support customers with broad range of on-trip challenges from baggage transfers to medical emergencies
Assist customers in crises or incidents while on trip
Complete general administrative tasks across our booking platform and communication systems.
Respond to feedback and close the feedback loop for customers post trip and make sure they keep coming back.
Collaborate across teams as the voice of the customer in our organization
Be an active, positive member of the team.
Contribute and participate in team calls and meetings.
Support customers with amendments to their bookings and possible cancellations.
Assist customers who book online.

Benefits

WORK WEEK: A 37.5-hour work week (7.5-hour work day)
PTO + HOLIDAYS: Initially 15 days PTO increasing to 20 days after 6 years’ service, plus 10 paid federal holidays.
BIRTHDAY BOOSTER: An extra day off on your birthday!
HEALTH BENEFITS: Up to 80% Employer paid health, dental and vision insurance.
TRAVEL INSURANCE: Free travel insurance for you and your direct family.
FAM TRIP: Fully paid “FAM” trip (familiarization trip) to experience one of the adventures we sell for yourself!
PRE-CHECK: TSA pre-check reimbursement.
401(K): Optional enrolment in the company 401(K) plan after 6 months.
DISCOUNTS: Great discounts on Macs Adventure trips.
FLEXIBLE WORKING: A flexible work culture - you’ll be able to work from home as well as coming into our hub office in Denver, CO 2-3 days per week to collaborate with colleagues (unless you are already an established fully remote team member).
GETTING TOGETHER: Regular team meetings and annual Macs Fest.
CULTURE: You are part of a global team with opportunities to collaborate internationally with other offices and even work in them occasionally.
L&D: We support your self-guided learning journey to make the most of your strengths.
IMPACT: The opportunity to make a difference to people’s lives and the planet.
TRAVEL: Occasional international travel.
PRO DEALS: Access to outdoor industry discounts.