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SalaryTitle:Guest Communications Coordinator
Reporting To: Supervisor, Guest Communications
Job Summary
Working in a professional environment, this position requires a candidate who will be committed to delivering the highest level of customer service to our guests primarily through written correspondence. Responsible for assessing and evaluating customer communications while responding in a timely manner with accurate, clear, service-oriented messages. Responds to pre-departure and post-tour correspondence including: tour member evaluations, letters, emails or phone calls. Tracks, reviews and maintains all customer correspondence and guest data, always focusing on quality and the guest’s experience. During periods of high volume, providing back-up for incoming reservation and customer service telephone calls will be made priority.
Responsibilities
- Deliver superior customer service through written and verbal communications in a professional, knowledgeable and timely manner
- Compose email correspondence that is professional and grammatically correct with content specific to the issue and our guests within specified service levels, standards and policies
- Create customized, professional responses to post-tour letters and evaluations that appropriately address specific issues
- Research and create written pre-departure Guest Communications for tour changes, visa updates, major world events, etc.
- Process individual travel services/special requests including customized services for guests on back-to-back tours
- Update and maintain reservation and customer information in accordance with company guidelines
- Track and organize communications, escalate trends, issues or unusual situations
- Review key guest and reservation data such as: Guest Information Forms, Passport Information, etc. for accuracy and overall quality assurance as required
- Support our call center by handling incoming customer telephone calls for service and sales as needed, while maintaining the highest degree of professionalism and telephone etiquette on all calls taken
- Assume other responsibilities as deemed necessary
Qualifications
- Bachelor’s degree in communications or writing, or equivalent experience
- Strong writing skills with excellent spelling, grammar, and proof-reading skills
- Must possess excellent written and verbal communications skills
- Two years of customer service experience in travel-related communications: letter, e-mail, text messaging, chat, etc. (travel counselor experience preferred)
- Excellent organizational skills with attention to detail and accuracy
- Ability to work independently with minimal direction
- Excellent computer skills including MS Word, Excel, and Outlook
Benefits
- Medical, dental, vision and flexible spending account
- 401k plan with company match
- Paid family and medical leave and long-term disability
- Group life insurance ($50,000) and optional voluntary life
- 10+ Paid holidays
- Generous vacation policy
- Discretionary financial performance bonus
- Tuition assistance program
- Professional development, including Familiarization Trips (for most positions)
- International Airlines Travel Agent Network (IATAN) Membership
- 50% Employee discount on Odysseys tours
- Charitable donation program and fundraising events
- Wellness programs including stress management, nutrition and meditation sessions
- Employee-led Diversity, Equity and Inclusion Committee
- Work from home opportunities
Odysseys Unlimited is proud to be an Equal Employment Opportunity employer committed to maintaining a diverse and inclusive workplace. Applicants will not be discriminated against because of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, physical or mental disability, or any other status protected by law. All employment decisions are based on individual qualifications and business need to further the principle of equal employment opportunity.
