About BACKROADS: BACKROADS has been an innovator in the travel and tourism industry since 1979, offering unforgettable travel experiences to the most breathtaking destinations around the world. Our commitment to exceptional customer service and innovative travel experiences has made us a leader in the field. As we continue to grow, we are looking for passionate, dedicated professionals to join our team.
Position Overview: The Guest Services Specialist is a fast-paced position requiring strong verbal and written communication skills, serious attention to detail, and strong organizational abilities. The role demands the ability to multi-task, adhere to timelines, and meet daily contact goals. A positive attitude toward our guests and fellow teammates is essential in this Contact Center environment. As a new employee, you will work Monday to Friday from 8:00 am to 5:00 pm for the first month of training. Thereafter, you will be required to work one weekend day, either Sunday through Thursday (with Friday and Saturday off) or Tuesday through Saturday (with Sunday and Monday off).
Key Responsibilities:
· Develop in-depth knowledge of Backroads trips, policies, procedures, and systems.
· Respond to service calls and emails promptly and efficiently.
· Ensure reservations and client profiles are complete and accurate by collecting missing information.
· Support the Sales Team by obtaining necessary reservation information:
o Bike and apparel selections
o Contact information
o Passport details
o Release of liability forms
o Personal information forms
· Stay current on world news and events affecting travel, including travel and border restrictions.
· Collaborate with Guest Service Assistants, Guest Service Consultants, Trip Consultants, and Guest Services managers.
· Proactively share updates, system improvements, and strategies with your team and other departments.
· Participate in department and company team meetings.
Qualifications and Skills:
· Strong written and verbal communication and interpersonal skills.
· Great attention to detail.
· Ability to multi-task and work effectively in a fast-paced work environment.
· Strong organizational and administrative skills.
· Proficiency with Microsoft programs, Salesforce, and Atlassian is a bonus.
· A passion for travel and learning about new places.
About Backroads:
At Backroads we’re 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.
Why Backroads:
At Backroads, we value every single member of our staff, and we’re 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! For example our US office employees receive:
At Backroads, we uphold a commitment to transparency and fairness within our hiring process, particularly regarding compensation. The salary range posted for each role applies to both employment offers and employees actively working in the role.
New hires are typically offered a starting salary between the minimum and midpoint of the range to ensure there is continued opportunity for salary progression during your employment at Backroads, reflecting our commitment to rewarding ongoing dedication, high performance, and significant contributions to our team. This approach not only supports our budgeting strategy but also our intention to foster an environment that encourages long-term growth and strong relationships between Backroads and our valued employees.
Our office roles are onsite in our Berkeley headquarters, unless specifically noted as 'available for remote'. We do allow one work-from-home day a week, as well as one work-from-anywhere week per year. This pay range is intended for in-person work in our Berkeley, CA headquarters. Pay ranges for remote-eligible roles will be subject to adjustment based on the geolocation of the employee.