Trip Consultant

Job Description

Job Description

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 are looking to add a Trip Consultant to our Sales and Guest Services team. Trip Consultants guide guests through the pre-booking, booking, and pre-trip experience while generating new bookings, strengthening traveler retention, and providing exceptional hospitality. 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. 

 
POSITION RESPONSIBILITIES INCLUDE, BUT NOT LIMITED TO: 

• Sales Generation - Turn leads from calls, forms, catalog requests, and marketing into bookings using a consistent sales process from first contact through close 
• Manage your business - Use NetSuite and HubSpot CRMs to manage outbound and inbound opportunities with new and repeat guests. Create and maintain relationships with your guests to increase repeat rate.  
• Be on the phone - This is a phone-heavy role; expect 5+ hours per day in live guest conversations plus proactive outbound outreach to warm leads and past guests. 
• Booking Accuracy – Complete bookings and payments accurately and efficiently to deliver a seamless guest experience and always have an eye out for areas for improvement. 
• Be the product expert - Develop deep knowledge of all trips across terrain, logistics, activities, and guest expectations to guide confident, accurate bookings and assist guests before they depart for their trips. 
• Fit the guest to the trip - Assess experience, fitness, bike handling, and guest goals. Set honest expectations upfront so guests arrive prepared and satisfied. 
• Use the tools - Work fluently in HubSpot, NetSuite, and other platforms. Embrace AI-assisted workflows as the team evolves. 
• Guest first approach - Champion the guest experience across all departments through proactive cross-team collaboration 
• Cross Departmental Collaboration – Work closely with the Guest Experience team to streamline the booking process and enhance the entire guest experience. 
• Additional responsibilities as required to support business objectives. 
• Availability Monday – Friday with seasonal flexibility for evenings and weekends. Potential for expanded weekend coverage as the team evolves.  

WHAT ELSE WE’D LIKE TO SEE FROM YOU: 

• You believe in the importance of hospitality and customer service, recognizing that customers are all around. 
• You rock a positive attitude and always ask ‘How can I help?’ 
• You exude Fun and Flexibility while contributing to the overall success of your team. 
• Excellent communication skills - verbal and written. 
• Customer service experience and CRM experience preferred. 
• Expert attention to detail, prioritize 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 
• Driven by sales numbers and hitting sales goals. 
• 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 pace, casual, fun, and flexible 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  
• 6 weeks paid parental leave 
• 401(k) with company match  
• Competitive Paid Time Off package  
• Paid Holidays  
• Reward program for sustainable commuting to the office. 
• Employee trip discounts 
• Outdoor industry discounts 

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. 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!

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