Guest Services Coordinator

Trek Travel provides global cycling, hiking, and walking vacations of a lifetime with the goal of helping more people actively explore and experience the world. We're looking for an energetic, customer service-focused Guest Services Coordinator to be the connective thread across every guest's journey — from their first inquiry through the trip of a lifetime and beyond. Working closely with our Sales and Guest Services teams, you'll help ensure every guest interaction reflects the same care and quality we put into our trips.

This is your opportunity to join the Trek Travel team and leave your mark on our company, on the active travel industry and on the world at large.
Good to know: this role includes regular weekend email support from March through October, our peak travel season.

POSITION RESPONSIBILTIES INCLUDE, BUT NOT LIMITED TO:

• Being a champion for customer service and the customer at large throughout the entire organization through proactive collaboration with all departments.
• Pre and post trip customer correspondence through excellent phone and email communication.
• Support Sales by taking roll over sales calls, answering guest inquiries, and providing back-up online booking support
• Data entry & data uploads
• Cross departmental work and additional projects as required, such as supporting seasonal marketing initiatives or guest satisfaction surveys
• Provide regular weekend email support from March through October
• Support the team by consistently enhancing processes and procedures
• Collaborate on and distribute incoming guest inquiries from multiple email inboxes

YOU HAVE:

• Customer service experience
• CRM experience preferred
• Project management skills
• You believe in the importance of hospitality and customer service, recognizing that customers are all around
• You have a positive, solution-oriented attitude and always ask “How can I help?”
• You exude fun and flexibility while contributing to the overall success of your Team
• Confidence in your problem-solving abilities, and the ability to exercise great judgement with decision-making in a timely manner  
• 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
• Is a quick learner and dedicated to continuously learning new skills and information 
• Team and company culture are important to you 
• Cycling and/or hiking background preferred
• Interest in the active travel industry preferred 

TREK TRAVEL OFFERS:  

• A fast paced, casual, motivating, and fun company culture, where initiative and pro-activity are highly valued.  
• Competitive health care
• Dental and vision insurance  
• Flexible Spending Accounts (FSA)  
• Short Term / Long Term Disability
• Life Insurance  
• Paid parental leave
• 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  
• Room to grow within our Sales and Guest Services teams

At Trek Travel, we think outside the box, continuously improve, encourage feedback, and give it all we got, all the time, no exceptions. This is a full-time exempt position and is eligible for Trek Travel’s competitive benefits package. The base salary for this position is $50,000/year. This position reports to the Sales and Guest Services Manager and will work cross-functionally with other departments on various projects. This position is based at our office located in Madison, Wisconsin with flexibility to work remotely. 

If you have what it takes to join our team and the desire to help shape Trek Travel’s future, we wish you the best of luck and look forward to your application!  

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