Tour Sales Consultant

Xanterra Travel Collection•Eau Claire, WI

8d•Hybrid

About The Position

The Tour Sales Consultant works under the supervision of the Tour Sales Manager and is responsible for securing tour sales and providing exceptional guest service, from a guest’s first contact with Holiday Vacations through the completion of their tour. The role requires enthusiasm for travel and belief in the company’s products and brand. The consultant handles inbound calls and follow-up with guests who have engaged with Holiday Vacations online; the company states it does not make cold calls. The position also supports reservations, payments, guest questions, and sales of tour packages, travel insurance, and loyalty programs. The position is based at Holiday Vacations’ corporate headquarters in Eau Claire, Wisconsin, and follows a hybrid schedule: one week in the office followed by two to three weeks working from home within Wisconsin. The first four to six weeks of training must be completed onsite in Eau Claire. Regular hours are generally Monday through Friday, 8:00 a.m. to 5:00 p.m. CST, with a one-hour unpaid lunch, though hours may vary based on season and department demands. Remote work requires a distraction-free home workspace, a desktop computer setup with two monitors, and a stable dedicated high-speed wired internet connection. The office may have moderate noise from equipment and conversation. The role involves extended sitting, frequent walking, and lifting or carrying up to 35 pounds; it may also require bending, twisting, stooping, grasping, reaching, and lifting, carrying, pushing, or pulling up to 50 pounds. Intense mental and visual concentration is required for computer use.

Requirements

Passion for travel that can be shared with others.
At least two years of experience in sales or customer service.
Ability to handle a high volume and wide variety of calls with enthusiasm, empathy, patience, and professionalism.
Desire to exceed sales and performance metrics.
Proficiency with Microsoft Office products, including Excel, Outlook, Word, and Teams.
Experience with a contact center phone system; RingCentral is specified.
Ability to navigate multiple software programs to provide seamless guest service.
Typing speed of at least 35 words per minute.
Excellent listening skills and a warm, enthusiastic, caring, and compassionate manner in phone interactions and guest service.
Strong time-management and decision-making skills.
Ability to adapt quickly in a fast-paced, changing contact center environment.
Strong attention to detail and organizational skills.
Ability to work independently and as part of a team and collaborate with other departments.
Ability to meet the stated physical demands, including extended sitting, frequent walking, and lifting or carrying up to 35 pounds; the role may also require lifting, carrying, pushing, or pulling up to 50 pounds.
For remote work: a distraction-free workspace with room for a desktop computer and two monitors; stable power; dedicated high-speed internet and an Ethernet connection; and the ability to connect equipment directly to the modem or router. Wireless connections, Wi-Fi extenders, repeaters, and hotspots are not permitted.
Must complete the first four to six weeks of training onsite in Eau Claire, Wisconsin.

Responsibilities

Answer inbound guest calls while providing customer-focused, excellent service.
Contact guests who have engaged with Holiday Vacations online; the company does not make cold calls.
Make requested outbound service calls regarding pre-tour notifications, departure-point changes, reservation confirmations, and other guest questions.
Maintain current knowledge of tour itineraries, destinations, and industry trends.
Enter reservations, cancellations, and transfers into the reservation system and maintain accurate guest accounts.
Process payments securely and accurately.
Address guest needs, clarify information, research issues, and provide timely, professional solutions.
Stay current on promotional materials, including brochures, catalogs, and travel deals, to sell tour packages.
Build long-lasting relationships with guests.
Collaborate with internal departments to improve workflows and maximize the guest experience.
Accurately and professionally explain travel insurance and loyalty program benefits to guests on every call.
Perform other duties as assigned.