Remote Guest Experience Coordinator

Summary

Join the Trek Travel team as a Guest Experience Coordinator in Madison, Wisconsin or remotely. This key role assists the Sales and Guest Experience teams throughout the guest experience process.

Requirements

• Have customer service experience
• Have CRM experience preferred
• Have project management skills
• Have strong technical aptitude
• Believe in the importance of hospitality and customer service, recognizing that customers are all around
• Have a positive, solution-oriented attitude and always ask “How can I help?”
• Exude fun and flexibility while contributing to the overall success of your Team
• Have confidence in problem-solving abilities, and the ability to exercise great judgement with decision-making in a timely manner
• Have excellent communication skills – verbal & written
• Have expert attention to detail, efficiency, and work with a sense of urgency

Responsibilities

• Be a champion for customer service and collaborate with all departments
• Manage week-out email process to provide guides with required information
• Manage bike fit forms process to ensure accurate bike sizing for guests
• Manage other operational guest experience responsibilities like groups on trip, regional passport information, guest tipping process, trip updates, NetSuite uploads, and other tasks as assigned
• Pre and post trip customer correspondence through excellent phone and email communication
• Support the Inside Sales team by taking roll over sales calls and answering guest inquiries during high sales seasons

Benefits

• Competitive health care
• Dental and vision insurance
• Flexible Spending Accounts (FSA)
• Short Term / Long Term Disability
• Life Insurance
• 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