Guest Services Coordinator

Trek Travel • Madison, WI

2d • $50,000 • Hybrid

About The Position

Trek Travel provides global cycling, hiking, and walking vacations of a lifetime with the goal of helping more people actively explore and experience the world. We're looking for an energetic, customer service-focused Guest Services Coordinator to be the connective thread across every guest's journey — from their first inquiry through the trip of a lifetime and beyond. Working closely with our Sales and Guest Services teams, you'll help ensure every guest interaction reflects the same care and quality we put into our trips. This is your opportunity to join the Trek Travel team and leave your mark on our company, on the active travel industry and on the world at large. Good to know: this role includes regular weekend email support from March through October, our peak travel season.

Requirements

• Customer service experience
• CRM experience preferred
• Project management skills
• You believe in the importance of hospitality and customer service, recognizing that customers are all around
• You have a positive, solution-oriented attitude and always ask “How can I help?”
• You exude fun and flexibility while contributing to the overall success of your Team
• Confidence in your problem-solving abilities, and the ability to exercise great judgement with decision-making in a timely manner
• Excellent communication skills – verbal & written
• Expert attention to detail, efficiency, and work with a sense of urgency
• Takes initiative to continuously improve processes and is solution oriented
• Is a quick learner and dedicated to continuously learning new skills and information
• Team and company culture are important to you

Nice To Haves

• Cycling and/or hiking background preferred
• Interest in the active travel industry preferred

Responsibilities

• Being a champion for customer service and the customer at large throughout the entire organization through proactive collaboration with all departments.
• Pre and post trip customer correspondence through excellent phone and email communication.
• Support Sales by taking roll over sales calls, answering guest inquiries, and providing back-up online booking support
• Data entry & data uploads
• Cross departmental work and additional projects as required, such as supporting seasonal marketing initiatives or guest satisfaction surveys
• Provide regular weekend email support from March through October
• Support the team by consistently enhancing processes and procedures
• Collaborate on and distribute incoming guest inquiries from multiple email inboxes

Benefits

• Competitive health care
• Dental and vision insurance
• Flexible Spending Accounts (FSA)
• Short Term / Long Term Disability
• Life Insurance
• Paid parental leave
• 401(k) with company match
• Competitive paid time off and volunteer time off package
• Paid holidays
• Reward program for sustainable commuting to the office
• Employee discounts and outdoor industry discounts
• Room to grow within our Sales and Guest Services teams

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed