Tour Consultant

EF Education First / Hult•Cambridge, MA

9d•$52,000•Hybrid

About The Position

Say hello to EF Adventures! As a branch of EF World Journeys, we draw upon nearly 60 years of experience to bring EF’s mission of opening the world through education directly to the active traveler. At EF Adventures, we view adventure as a mindset. Our biking, hiking & walking, and multi-adventure tours are designed for enthusiasts, hobbyists, and adventure-curious travelers alike. Join us on a journey where every step and pedal are invitations to embrace exploration, immerse yourself in vibrant cultures, and cultivate lasting memories, all with a focus on wellness. The EF Adventure sales and service team is seeking goal-oriented, adaptable, and entrepreneurial team players who share an enthusiasm for active travel, well-being, and community. We're looking for strong individual contributors who thrive in team environments, showcasing exceptional communication, problem-solving abilities, and meticulous attention to detail. Our ideal candidate embodies a results-driven mindset, where achieving 100% is merely the starting point. If this sounds like you, we’d love to have you join our team! In this dynamic role, you will take ownership over the full customer journey for individual travelers, group coordinators and group members - from nurturing leads to point of sale, providing pre-departure traveler support, and cultivating ongoing customer loyalty and engagement via phone and e-mail. Your daily tasks will include reaching out to website and marketing leads, as well as sourcing group coordinators. You’ll handle inbound sales and service calls, manage your sales pipeline, and prioritize service revenue for booked travelers. Your role will also be pivotal in developing retention strategies, generating referrals, and identifying opportunities to enhance the customer experience.

Requirements

Excellent interpersonal and communication skills - written, verbal, and listening.
Possesses a "nothing is impossible" attitude and strong problem-solving abilities.
Technical proficiency or willingness to learn complex concepts and articulate them to customers; experience with biking and/or hiking is advantageous but not required.
Demonstrates personal accountability, self-awareness, and a willingness to learn from feedback.
Results-oriented, competitive, and capable of independent work while collaborating effectively with a team.
Influential with the ability to motivate others intrinsically.
Meticulous attention to detail in sales and service tasks.
Comfortable taking ownership of issues, projects, and tasks from start to finish.
Enthusiasm for active travel, wellness, and community.
Flexible and adaptable to meet evolving business needs. Including, but not limited to, evolving shift schedule, weekend work, and paid overtime as needed.
4 years of relevant work experience or a 4-year degree

Responsibilities

Customer Journey Ownership: Take charge of the end-to-end customer journey for individual travelers, group coordinators, and group members. Including nurturing leads, managing point-of-sale interactions, and providing pre-departure traveler support.
Outreach to website and marketing leads to drive engagement and conversion.
Qualify and collaborate with group coordinators to facilitate reservations and recruitment support.
Handle inbound sales calls, understand needs/motivations of travelers, consult on best tour options, and set up reservations.
Manage sales pipeline, ensuring timely follow-ups and conversions.
Consistently meet or exceed sales targets and performance metrics.
Provide exceptional support and assistance to travelers before and after their trips, addressing inquiries, concerns, and requests promptly and effectively.
Assist with pre-trip preparations, including collecting travel documentation, flight & rooming preferences/requests, bike information (i.e., type, size, and pedal types), travel insurance queries, and more.
Prioritize service revenue for booked travelers.
Proactively communicate with travelers whose trips face cancellation due to low enrollment, ensuring successful rebooking.
Identify opportunities for process improvement, service enhancements, and customer satisfaction initiatives to optimize the traveler support experience.

Benefits

Commitment to professional growth: robust monthly calendar of trainings and workshops
Four weeks paid vacation your first year, ten paid holidays, and two floating holidays
Exciting business travel opportunities
25% company match on your 401(k) contributions
Market-leading medical, dental and vision coverage, along with options for life and disability insurance, legal and pet insurance
Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
Access to fertility care and family-building support
Wellness benefits including a yearly fitness reimbursement
Frequent social and learning events, including access to our employee-run resource groups
Robust Employee Assistance Program
Tenure-based sabbatical eligibility
EF Product Discounts (discounts on travel, international language schools, Au Pair program and more)
Discounts at local venues and businesses