Seasonal Guest Services Representative

Guest Services Representative

As a Guest Services Representative, you'll be the first point of contact and trusted resource for both prospective guests and guests preparing for an upcoming trip. Through phone, email, and live chat, you'll answer questions, provide guidance, and help guests feel informed, confident, and excited about their trip. You'll also assist prospective travelers in finding the trip that's the best fit for their interests and needs, making a direct impact on their overall journey from the very first interaction.

This is a fast-paced, guest-focused role that requires strong communication, attention to detail, and the ability to manage multiple priorities. In addition to phone and email support, you'll work on our live chat channel one to two days per week, helping multiple guests simultaneously while delivering exceptional service.

This seasonal position begins in early November and is anticipated to run through the end of March, with potential opportunities for year-round employment based on performance and business needs.

What you'll do:

• Develop strong knowledge of Backroads trips, policies, procedures, and systems.
• Respond to service calls, emails, and live chats with accuracy, empathy, and efficiency.
• Manage multiple chat conversations while delivering a consistent guest experience.
• Complete guest reservations by collecting missing information as needed.
• Support the Sales Team by gathering key reservation details:
• Bike/apparel selections
• Contact and passport information
• Release of liability and personal information forms
• Stay up to date on global travel conditions and restrictions.
• Collaborate closely with Sales and Guest Services teams.
• Share updates, system improvements, and guest insights with your team and other departments.
• Participate in team and company-wide meetings.

What you'll need to be successful:

• Strong written and verbal communication skills with a clear, professional tone across all platforms, especially chat
• Proven ability to manage multiple chat conversations while maintaining quality service
• Strong attention to detail and accuracy
• Strong multitasking and prioritization skills in a fast-paced environment
• Excellent organizational and administrative skills
• Proficient in Microsoft Office; experience with Salesforce, Atlassian, and chat tools is a plus
• Passion for travel and interest in exploring new destinations
• Quick to adapt and eager to learn new tools and technologies

Work environment:

• On-site, Berkeley, CA
• 4 days in office, 1 day work from home (Wednesdays)
• As a new employee, you will train Monday through Friday from 8:00 am to 5:00 pm for the first month. After training, your schedule will include one weekend day—either Sunday through Thursday (with Friday and Saturday off) or Tuesday through Saturday (with Sunday and Monday off).
• This seasonal role is not benefits eligible.

About the Department:

The Sales team serves as the first point of contact for prospective and returning guests, providing expert guidance and personalized support. They assist with trip inquiries, bookings, and customer questions, ensuring a seamless and positive experience. Through attentive service and deep product knowledge, the team helps guests find the right trip while building strong relationships and fostering loyalty.

The department is comprised of several teams, which include the below:

• Guest Service: Provides exceptional support to guests by handling inquiries, resolving issues, and ensuring a seamless travel experience.
• Sales Operations: Optimizes sales processes, systems, and reporting to enhance efficiency and support the Sales & Guest Services team.
• Trip Consultant & Private Trips: Assists guests in selecting the perfect trip and customizing private travel experiences tailored to their needs.