Guest Experience Coordinator

3 weeks ago


Madison, Wisconsin, United States Trek Travel Full time
Job Description

Trek Travel is seeking a highly motivated Guest Experience Coordinator to join our team in Madison, Wisconsin or remotely. This key role is responsible for assisting the Sales and Guest Experience teams throughout the entire guest experience.

This is an exciting opportunity to be part of a dynamic team that provides global cycling, hiking, and walking vacations of a lifetime. As a Guest Experience Coordinator, you will be the champion for customer service and the customer at large throughout the entire organization.

Key Responsibilities:

  • Manage week-out email process to provide guides with the required information to run a successful trip.
  • Manage bike fit forms process to ensure accurate bike sizing for all 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.
  • Cross departmental work and additional projects as required.

Requirements:

  • Customer service experience.
  • CRM experience preferred.
  • Project management skills.
  • Strong technical aptitude.
  • Excellent communication skills – verbal & written.
  • Expert attention to detail, efficiency, and work with a sense of urgency.
  • Takes initiative to continuously improve processes and is solution-oriented.

Trek Travel offers a fast-paced, casual, motivating, and fun company culture, where initiative and pro-activity are highly valued. We offer competitive health care, dental and vision insurance, flexible spending accounts, 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, and employee discounts and outdoor industry discounts.

This is a full-time exempt position that reports to our Guest Experience Manager and is eligible for Trek Travel's competitive benefits package. This position is based at our office in Madison, Wisconsin. Interest in the active travel industry is beneficial, but not necessary.



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