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SalaryJoin our dynamic Guest Focus team as a Guest Focus Specialist, where you'll be part of the team that enhances our guests' experiences and drives quality across teams based on guest feedback. This role is perfect for one that loves working with our guests and leaders; a problem solvers with a flair for turning challenges into positive outcomes. If you're a creative and curious thinker, committed to getting the right outcome, goal oriented and someone with a knack for supporting a team in a fast paced, hardworking and high performing environment, we're looking for you!
As our Specialist, you keep Guest Focus smooth sailing. You’re the center of the GF Wheel. Your primary functions will include administrative support to our team (inbox management, reporting, keeping us organized). This is less guest-facing than a Coordinator, though you will be communicating with guests for injury/illness and minor issues. You will have visibility on all incoming issues and be an essential part of helping us drive quality at Backroads. Great entry to the Guest Focus world.
What You'll Do:
- Manage: Be in charge of managing the Guest Focus inbox from which all our guest and leader issues originate; knowing what to handle or to whom to delegate in a decisive way to best utilize the team for action.
- Create Solutions: Employ your creativity and problem-solving skills to understand, design systems and iterate to solve any problem, no matter how complex.
- Be Guest Focused: Expertly handle guest feedback data, to share with other teams to drive quality.
- Communicate: Share information (by phone and email) with multiple Backroads teams, leader and guests, in their voice.
Who You Are:
- Incredibly organized with a fascination for getting the details right and in the right place.
- You love jumping in to understand a problem and creating a system to solve it.
- You thrive in a fast paced environment where teamwork is key and constantly assessing priorities and getting stuff done.
- Your strong listening and communication skills allow you to discern nuances and understand all sides of a story.
- You're mature and composed, capable of handling high-drama situations with grace and professionalism.
- With a strong sense of responsibility and initiative, you excel in a fast-paced environment, striving for the best outcomes in every situation.
- Team collaboration is in your nature, understanding that success comes from working together towards a common goal.
- You are flexible and game for learning other roles in the team and subbing in when needed.
- You are curious by nature and have a sense of urgency and ambition in your work.
- Love to always be learning in your work.
Core Tasks and Skills:
- Manage and prioritize issues effectively, working both independently and as part of a cohesive team to achieve goals.
- Proficient in Microsoft 365.
- Proficient in Salesforce and Power BI reporting a big plus.
- Work independently toward goals, self-driven.
- Respond to guest feedback in a manner that reflects Backroads' voice and commitment to quality.
- Exhibit solid writing skills, ensuring responses are clear, professional, and error-free.
- Contribute to our culture of continuous improvement by participating in quality initiatives and providing regular updates to management.
What You'll Need:
- A passion for working directly with our guests and a genuine appreciation for power of active travel in our guests’ lives.
- This role is full time, year-round and Berkeley office based.
Application Deadline: Friday, April 19 2024. To start ideally on May 1.
About Backroads:
At Backroads we’re passionate about connecting our guests with so many of the most beautiful places in the world. We use our four-plus decades of expertise to create exceptional biking, hiking, and multi-adventure trips in over 50 countries for people wanting a deeper and richer travel experience. We travel on land as well as by small luxury ships on active river and ocean cruises. Our trips are for all ages – including dedicated itineraries just for families. We are known for our unwavering attention to quality. We have a dynamic work environment and a strong company culture.
Why Backroads:
At Backroads, we value every single member of our staff, and we’re proud to offer a dynamic work environment that enables growth. Your colleagues will be some of the most dedicated, competent, active, and fun people you will ever meet. A job at Backroads is unlike any other job you will ever have – you will be challenged, you will be inspired, and you will be gratified. No matter what you do here, you will be part of something that makes us all proud – delivering authentic, enriching, and often profoundly life-changing experiences. On top of all that, we have some pretty great benefits and perks! For example our US office employees receive:
- Comprehensive medical, dental, and vision insurance
- 401(k) with company match, flex plan, and parental leave
- Generous paid time off, 8 paid holidays, and additional time off to go on Backroads trips!
- Complimentary trips and trip discounts for employees, and trip discounts for employees’ friends and family!
- Outdoor industry discounts and deals
- Alternative commuter incentives for biking, walking, carpooling, or using public transportation to get to work
- Wellness programs and regular lunchtime bike rides and yoga
Backroads is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Salary Ranges:
$25.96 - $33.66 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.
