Seasonal Guest Services Representative

About the role:

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.

About Backroads:​

Founded in 1979, Backroads is the world’s leading guest-focused travel company, offering luxury Biking, Hiking & Walking, and Multi-Adventure Trips for active people of all ages and experience levels. But we’re more than a travel company —we’re pioneers in crafting extraordinary experiences that bring people closer to the world and each other. We blend innovation, precision, and an unrelenting drive for excellence, drawing strength from our roots as a long-standing, family-run, global company. ​ We are dynamic, resilient and invest deeply in our people and our guests. We set the benchmark in active travel and raise it every year. ​

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Why Backroads:​

Backroads is built on sustainable growth, a transparent culture and a high-caliber team. We empower employees to deliver exceptional experiences and share our story with pride. You’ll work alongside dedicated, competent and active colleagues in an environment that values collaboration, balance and continual improvement. We move fast, act with integrity and strive for high-quality results.

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

Salary Ranges:

At Backroads, we uphold a commitment to transparency and fairness within our hiring process, particularly regarding compensation. The salary range posted for each role applies to both employment offers and employees actively working in the role.

New hires are typically offered a starting salary between the minimum and midpoint of the range to ensure there is continued opportunity for salary progression during your employment at Backroads, reflecting our commitment to rewarding ongoing dedication, high performance, and significant contributions to our team. This approach not only supports our budgeting strategy but also our intention to foster an environment that encourages long-term growth and strong relationships between Backroads and our valued employees.

Our office roles are onsite in our Berkeley headquarters, unless specifically noted as 'available for remote'. We do allow one work-from-home day a week, as well as one work-from-anywhere week per year. This pay range is intended for in-person work in our Berkeley, CA headquarters. Pay ranges for remote-eligible roles will be subject to adjustment based on the geolocation of the employee.