Private Trips Coordinator

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

Backroads is the world's leading active travel company and we're simultaneously scaling our capacity to delight more guests, improving the quality of what we deliver, and enhancing our amazing company

culture. We believe in creating experiences on the road less traveled. We think that exploring a landscape through your own power (bike or hike) affords you an authentic connection. If you're looking for an opportunity with an established company (we've been around since 1979) and like to work in a

tightly knit, collaborative, and dynamic environment where you'll have ownership of your area, then you'll fit right in. This is a full-time Berkeley, California-based role.

The Backroads Sales Team has three divisions: Sales, Guest Services and Operations. The Private Trips Coordinator plays a key role in servicing Private Trips while meeting and exceeding guest expectations

and providing exceptional customer service. Essential elements of the job include full responsibility for servicing Private Trips post sale, including

guest communications, trip auditing and seeing through trip customization requests. The role is fast paced and requires strong verbal and written communication skills to provide prompt, courteous and

accurate information. Professionalism, strong organizational skills, attention to detail and the ability to

multi-task, and adhere to timelines, is crucial. The Private Trips Coordinators need to work well as a team and interdepartmentally to provide high-touch service and excellent follow-through to high-end clientele.

Responsibilities and Duties

• Develop in-depth knowledge of Backroads trips, policies, procedures, and systems

• Develop in-depth knowledge of the Backroads Private Trips' specific processes and policies

• Responsible for all post-sale service and guest communications for Private Trips, including

Private Trip cancellations and guest swaps

• Organize and catalog all guest communications by Private Trip to ensure consistent messaging

and seamless continuity of service.

• Responsible for Private Trip auditing to ensure accurate guest counts, pricing, and reservation

set-up, and facilitating post-audit handoff to Private Trip team.

• Submit and manage Meet/Depart change requests for Private Trips,

• Ensure Private Trip reservations are complete and accurate by obtaining all necessary

reservation information: Bike and Apparel Selections, Contact Information, Passport Details

Release of Liability Forms, Personal Information Forms, Special Requests

• Provide backup to the Guest Services team on phones and emails when needed

Preferred Qualifications and Skills

• BA or BS degree - preferred

• Strong initiative and track record of success meeting challenges of achieving or exceeding

customer service goals, preferably in the travel and tourism industry

• International/domestic travel experience and a passion for active travel preferred

• Excellent personal organization and time management skills required

• Superb attention to detail and follow-through

• Strong reading comprehension and listening skills - ability to gather information and accurately

discern a group or guest's needs over email and phone, before assisting with those needs

• Strong writing/editing skills, with a clear and professional tone - much of our communication is

over email

• Service-oriented - providing excellent service in the Backroads voice with prompt, courteous,

and accurate information

• Verbal communication skills - ability to inspire confidence and credibility over the phone,

representing Backroads at the highest level

• Teamwork and interpersonal communication skills - you will be working with every other

department at Backroads which requires communication and teamwork to reach our goals

• Ability to balance multiple priorities simultaneously, problem solve, effectively work in a fastpaced environment, and a willingness to learn new, complex systems is required

• Proficiency with Salesforce, Softrip, 8x8 and Microsoft Office Suite preferred

This position reports to the Private Trips Lead and is available for immediate hire. It is a non-exempt role. Interested candidates should first discuss the role with their manager and then apply online.