Private Trips Coordinator

Backroads • Berkeley, CA

3d • Onsite

About The Position

Backroads is the world’s leading active travel company and we’re simultaneously scaling our capacity to delight more guests, improving the quality of what we deliver, and enhancing our amazing company culture. We believe in creating experiences on the road less traveled. We think that exploring a landscape through your own power (bike or hike) affords you an authentic connection. If you’re looking for an opportunity with an established company (we’ve been around since 1979) and like to work in a tightly knit, collaborative, and dynamic environment where you’ll have ownership of your area, then you’ll fit right in. This is a full-time Berkeley, California-based role. The Backroads Sales Team has three divisions: Sales, Guest Services and Operations. The Private Trips Coordinator plays a key role in servicing Private Trips while meeting and exceeding guest expectations and providing exceptional customer service. Essential elements of the job include full responsibility for servicing Private Trips post sale, including guest communications, trip auditing and seeing through trip customization requests. The role is fast paced and requires strong verbal and written communication skills to provide prompt, courteous and accurate information. Professionalism, strong organizational skills, attention to detail and the ability to multi-task, and adhere to timelines, is crucial. The Private Trips Coordinators need to work well as a team and interdepartmentally to provide high-touch service and excellent follow-through to high-end clientele.

Requirements

• Excellent personal organization and time management skills required
• Superb attention to detail and follow-through
• Strong reading comprehension and listening skills – ability to gather information and accurately discern a group or guest’s needs over email and phone, before assisting with those needs
• Strong writing/editing skills, with a clear and professional tone – much of our communication is over email
• Service-oriented – providing excellent service in the Backroads voice with prompt, courteous, and accurate information
• Verbal communication skills – ability to inspire confidence and credibility over the phone, representing Backroads at the highest level
• Teamwork and interpersonal communication skills – you will be working with every other department at Backroads which requires communication and teamwork to reach our goals
• Ability to balance multiple priorities simultaneously, problem solve, effectively work in a fastpaced environment, and a willingness to learn new, complex systems is required
• Proficiency with Salesforce, Softrip, 8x8 and Microsoft Office Suite preferred

Nice To Haves

• BA or BS degree – preferred
• Strong initiative and track record of success meeting challenges of achieving or exceeding customer service goals, preferably in the travel and tourism industry
• International/domestic travel experience and a passion for active travel preferred

Responsibilities

• Develop in-depth knowledge of Backroads trips, policies, procedures, and systems
• Develop in-depth knowledge of the Backroads Private Trips’ specific processes and policies
• Responsible for all post-sale service and guest communications for Private Trips, including Private Trip cancellations and guest swaps
• Organize and catalog all guest communications by Private Trip to ensure consistent messaging and seamless continuity of service.
• Responsible for Private Trip auditing to ensure accurate guest counts, pricing, and reservation set-up, and facilitating post-audit handoff to Private Trip team.
• Submit and manage Meet/Depart change requests for Private Trips,
• Ensure Private Trip reservations are complete and accurate by obtaining all necessary reservation information: Bike and Apparel Selections, Contact Information, Passport Details Release of Liability Forms, Personal Information Forms, Special Requests
• Provide backup to the Guest Services team on phones and emails when needed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees