Private Trips Coordinator

Excited to grow your career

We value our talented employees and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you we encourage you to apply!

Our people make all the difference in our success.

Backroads is the worlds leading active travel company and were simultaneously scaling our capacity todelight more guests improving the quality of what we deliver and enhancing our amazing company
culture. We believe in creating experiences on the road less traveled. We think that exploring alandscape through your own power (bike or hike) affords you an authentic connection. If youre lookingfor an opportunity with an established company (weve been around since 1979) and like to work in a
tightly knit collaborative and dynamic environment where youll have ownership of your area thenyoull fit right in. This is a full-time Berkeley California-based role.

The Backroads Sales Team has three divisions: Sales Guest Services and Operations. The Private TripsCoordinator plays a key role in servicing Private Trips while meeting and exceeding guest expectations
and providing exceptional customer elements of the job include full responsibility for servicing Private Trips post sale including
guest communications trip auditing and seeing through trip customization requests. The role is fastpaced and requires strong verbal and written communication skills to provide prompt courteous and
accurate information. Professionalism strong organizational skills attention to detail and the ability to
multi-task and adhere to timelines is crucial. The Private Trips Coordinators need to work well as ateam and interdepartmentally to provide high-touch service and excellent follow-through to high-endclientele.

Responsibilities and Duties
Develop in-depth knowledge of Backroads trips policies procedures and systems
Develop in-depth knowledge of the Backroads Private Trips specific processes and policies
Responsible for all post-sale service and guest communications for Private Trips including
Private Trip cancellations and guest swaps
Organize and catalog all guest communications by Private Trip to ensure consistent messaging
and seamless continuity of service.
Responsible for Private Trip auditing to ensure accurate guest counts pricing and reservation
set-up and facilitating post-audit handoff to Private Trip team.
Submit and manage Meet/Depart change requests for Private Trips
Ensure Private Trip reservations are complete and accurate by obtaining all necessary
reservation information: Bike and Apparel Selections Contact Information Passport Details
Release of Liability Forms Personal Information Forms Special Requests
Provide backup to the Guest Services team on phones and emails when needed
Preferred Qualifications and Skills
BA or BS degree preferred
Strong initiative and track record of success meeting challenges of achieving or exceeding
customer service goals preferably in the travel and tourism industry
International/domestic travel experience and a passion for active travel preferred
Excellent personal organization and time management skills required
Superb attention to detail and follow-through
Strong reading comprehension and listening skills ability to gather information and accurately
discern a group or guests needs over email and phone before assisting with those needs
Strong writing/editing skills with a clear and professional tone much of our communication is
over email
Service-oriented providing excellent service in the Backroads voice with prompt courteous
and accurate information
Verbal communication skills ability to inspire confidence and credibility over the phone
representing Backroads at the highest level
Teamwork and interpersonal communication skills you will be working with every other
department at Backroads which requires communication and teamwork to reach our goals
Ability to balance multiple priorities simultaneously problem solve effectively work in a fastpaced environment and a willingness to learn new complex systems is required
Proficiency with Salesforce Softrip 8x8 and Microsoft Office Suite preferred

This position reports to the Private Trips Lead and is available for immediate hire. It is a non-exemptrole. Interested candidates should first discuss the role with their manager and then apply online.