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GUEST SERVICES

4 months ago

Berkeley, United States Backroads Full time

- Guest Services Specialist

At Backroads were passionate about connecting our guests with so many of the most beautiful places in the world. We use our four plus decades of expertise to create exceptional biking, hiking and multi-adventure trips in over 50 countries for people wanting a deeper and richer travel experience. We travel on land as well as by small luxury ships on active river and ocean cruises. Our trips are for all ages including dedicated itineraries just for families. We are known for our unwavering attention to quality. We have a dynamic work environment and a strong company culture.

We are looking for a few extraordinary individuals to join our Guest Services Team. Youll be consulting with our guests via phone, e-mail, and web chat while providing an exceptional level of service and booking trips for guests with Backroads

Our ideal candidate will have:

* Excellent listening skill and a willingness to exceed guest expectations with every interaction. *You need to really like people*

* Excellent written and verbal communication skill.

* Superb sense of detail. *The minutiae can make or break a guests experience.*

* High level of initiative.

* Ability to work effectively in a fast paced environment.

* Proficient in working with Phone Systems, our Booking Software and Salesforce or a willingness to learn.

* Domestic and/or international travel experience preferred.

* Enthusiastic about working for Backroads and have a passion for active travel and the outdoors.

These positions are full-time in our home office in Berkeley. We are open daily from 7am - 5pm and weekends from 7am - 3pm. Weekend shifts are required.

**Why Backroads:**

At Backroads, we value every single member of our staff, and were proud to offer a dynamic work environment that enables growth. Your colleagues will be some of the most dedicated, competent, active, and fun people you will ever meet. A job at Backroads is unlike any other job you will ever have you will be challenged, you will be inspired, and you will be gratified. No matter what you do here, you will be part of something that makes us all proud delivering authentic, enriching, and often profoundly life-changing experiences. On top of all that, we have some pretty great benefits and perks:

* Comprehensive medical, dental, and vision insurance

* 401(k) with company match, flex plan, and parental leave

* Generous paid time off, 7 paid holidays, and additional time off to go on Backroads trips

* Complimentary trips and trip discounts for employees, and trip discounts for employees friends and family

* Outdoor industry discounts and deals

* Alternative commuter incentives for biking, walking, carpooling, or using public transportation to get to work

* Wellness programs, onsite fitness center, and regular lunchtime bike rides and workouts

**How to Apply:**

At Backroads, there is no such thing as an "ideal candidate." We believe in the power of teamwork - and in the desire to learn something new every day. We believe in hiring people, not just skills. If this sounds like a company you would like to join and a role you would thrive in, please don't hold back from applying Whatever skills you bring to the table or background you're coming from, we welcome you to start a conversation with us. We need your unique perspective for our continued innovation and success. We're looking forward to learning more about you

****Please a?pply here:****

Backroads is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Title Guest Services Specialist Job Location Berkeley, California **Accessibility Statement****Compliance status** We firmly believe that the internet should be available and accessible to anyone and are committed to providing a website that is accessible to the broadest possible audience, regardless of ability.

To fulfill this, we aim to adhere as strictly as possible to the World Wide Web Consortiums (W3C) Web Content Accessibility Guidelines 2.1 (WCAG 2.1) at the AA level. These guidelines explain how to make web content accessible to people with a wide array of disabilities. Complying with those guidelines helps us ensure that the website is accessible to blind people, people with motor impairments, visual impairment, cognitive disabilities, and more.

This website utilizes various technologies that are meant to make it as accessible as possible at all times. We utilize an accessibility interface that allows persons with specific disabilities to adjust the websites UI (user interface) and design it to their personal needs.

Additionally, the website utilizes an AI-based application that runs in the background and optimizes its accessibility level constantly. This application remediates the websites HTML, adapts its functionality and behavior for screen-readers used by blind users, and for keyboard functions used by individuals with motor impairments.

If you wish to contact the websites owner please use the website's form

**Screen-reader and keyboard navigation** Our website implements the ARIA attributes (Accessible Rich Internet Applications) technique, alongside various behavioral changes, to ensure blind users visiting with screen-readers can read, comprehend, and enjoy the websites functions. As soon as a user with a screen-reader enters your site, they immediately receive a prompt to enter the Screen-Reader Profile so they can browse and operate your site effectively. Heres how our website covers some of the most important screen-reader requirements:

- **Screen-reader optimization:** we run a process that learns the websites components from top to bottom, to ensure ongoing compliance even when updating the website. In this process, we provide screen-readers with meaningful data using the ARIA set of attributes. For example, we provide accurate form labels; descriptions for actionable icons (social media icons, search icons, cart icons, etc.); validation guidance for form inputs; element roles such as buttons, menus, modal dialogues (popups), and others.

Additionally, the background process scans all of the websites images. It provides an accurate and meaningful image-object-recognition-based description as an ALT (alternate text) tag for images that are not described. It will also extract texts embedded within the image using an OCR (optical character recognition) technology. To turn on screen-reader adjustments at any time, users need only to press the Alt+1 keyboard combination. Screen-reader users also get automatic announcements to turn the Screen-reader mode on as soon as they enter the website.

These adjustments are compatible with popular screen readers such as JAWS, NVDA, VoiceOver, and TalkBack.

- **Keyboard navigation optimization:** The background process also adjusts the websites HTML and adds various behaviors using JavaScript code to make the website operable by the keyboard. This includes the ability to navigate the website using the Tab and Shift+Tab keys, operate dropdowns with the arrow keys, close them with Esc, trigger buttons and links using the Enter key, navigate between radio and checkbox elements using the arrow keys, and fill them in with the Spacebar or Enter key.

Additionally, keyboard users will find content-skip menus available at any time by clicking Alt+2, or as the first element of the site while navigating with the keyboard. The background process also handles triggered popups by moving the keyboard focus towards them as soon as they appear, not allowing the focus to drift outside.

Users can also use shortcuts such as M (menus), H (headings), F (forms), B (buttons), and G (graphics) to jump to specific elements.

**Disability profiles supported on our website**

* **Epilepsy Safe Pro