Customer Success Coordinator

Description

Customer Success Coordinator

Kelly Tours Location: 2788 US HWY 80 W Garden City, GA 31408 Job Type: Full-time Pay: $16-$18 per hour Schedule: Monday-Friday | 9a-5p Travel Required: Occasional

About the Position

Kelly Tours is seeking an organized, dependable, and customer-focused Customer Success Coordinator to support our Tour Department.

This key position serves as a first line of support for our travelers, teachers, group leaders, and internal operations team. From answering a customer’s first question to preparing materials for an upcoming departure, this role helps build the foundation of a successful Kelly Tours experience.

The coordinator will gain hands‑on experience in customer service, reservations, tour operations, inventory management, trip preparation, and group travel. This is an excellent opportunity for a motivated individual who wants to learn the travel industry and grow within the company.

Key Responsibilities

Customer Service and Reservations

• Serve as a welcoming and professional first point of contact for customers
• Answer incoming telephone calls and respond to general trip, charter, and reservation questions
• Accept and accurately process customer payments by phone
• Review customer and trip information in TourStore
• Research questions and connect customers with the appropriate team member when needed
• Provide clear, accurate, and helpful information to travelers, teachers, and group leaders
• Provide live chat support to online customers looking for immediate answers

Tour Operations Support

• Learn and use TourStore to support daily tour operations
• Review upcoming departures, deadlines, customer records, payments, and trip details
• Help prepare materials and supplies for hundreds of scheduled trips
• Monitor operational needs and communicate potential issues before they affect a departure
• Work closely with members of the Tour Department to help trips leave prepared and on schedule

Inventory and Trip Materials

• Monitor inventory levels and anticipate supply needs
• Order, receive, organize, and distribute trip supplies
• Ensure materials are assigned to the correct outgoing groups
• Maintain accurate inventory records
• Assist with manual deliveries and distribution when required
• Adjust to the seasonal pace and changing needs of the travel industry

Tour Directing

Occasional travel may be required to accompany groups to destinations featured in Kelly Tours itineraries and catalogs.

Responsibilities may include:

• Keeping the group organized and the trip on schedule
• Communicating with passengers, teachers, group leaders, chaperones, and drivers
• Coordinating with hotels, restaurants, attractions, and other travel partners
• Providing excellent customer service throughout the trip
• Responding professionally to itinerary changes, delays, injuries, passenger concerns, or other unexpected situations
• Helping create a safe, organized, and enjoyable travel experience

Qualifications

• High school diploma or equivalent required
• Strong customer service and communication skills
• Excellent organization and attention to detail
• Comfortable speaking with customers by phone
• Ability to manage multiple tasks deadlines and upcoming departures
• Willingness to learn new software and company procedures
• Ability to remain calm and professional when plans change
• Dependable, proactive, and able to follow through on assignments
• Ability to work independently and as part of a team
• Willingness to travel occasionally
• Basic computer and data-entry skills
• Previous experience in customer service, hospitality, travel, reservations, inventory management, administration, or event coordination is helpful but not required.

What Success Looks Like

A successful Customer Experience & Tour Operations Coordinator:

• Makes customers feel welcomed, informed, and supported
• Notices operational needs before they become problems
• Keeps inventory and trip materials organized
• Communicates clearly with customers and coworkers
• Maintains accurate information in company systems
• Takes ownership of assignments and meets deadlines
• Is eager to learn and contribute across multiple departments

Growth Opportunities

This position provides a broad introduction to the Kelly Tours travel system and the daily work required to successfully operate group trips.

Team members who demonstrate strong performance, initiative, dependability, and a willingness to learn may be considered for advancement opportunities within customer experience, tour operations, reservations, sales, group travel, and other areas of the company.

Why Join Kelly Tours?

• Gain hands‑on experience in the travel and tourism industry
• Learn multiple areas of tour operations
• Work directly with travelers, teachers, group leaders, and travel partners
• Experience destinations through occasional Tour Directing assignments
• Build valuable customer service, communication, organization, and problem-solving skills
• Explore opportunities for professional growth within the company

Job Types: Full-time, Part-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person