Guest Focus Specialist

This role is full-time, year-round, and based in our home office in Berkeley, CA

Pay Range: $54,000 - $70,000
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.

To apply, please upload your resume, cover letter, and any other documents here - APPLICATION UPLOAD

What You’ll Do:

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 and 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. This role is a great entry point to the Guest Focus world. Responsibilities include:

• Administrative support to the Guest Focus Manager and Guest Focus team
• Data analysis – you will help us provide timely, accurate data to stakeholders that will help inform our decisions and drive quality at Backroads!
• Guest Focus inbox management
• Compiling and auditing daily, weekly, monthly reports, always with an eye for quality
• Prep thorough but succinct guest histories for Guest Focus team members
• Create and maintain Guest Focus training materials, protocols and templates
• Own Injury/Illness, including responding to and supporting guests and leaders who are injured or ill in multiple capacities

Who You Are:

You have impeccable time management skills and are known for your organizational prowess. You have a knack for prioritizing and an eye for improving processes. You are the one people credit for keeping your team running smoothly. You have a passion for crunching numbers, which is helped by your solid mathematical and analytical skills. You can understand the bigger picture and are able to consolidate information from different stakeholders into a succent message. You are quick to envision solutions and can be relied upon to drive to projects to completion. You work effectively as part of a team and you are also able to self-direct. Additionally, you thrive in a fast-paced, high-volume environment.

What You’ll Need:

• Moderate-level data analysis and strong excel skills (or willing to teach yourself!)
• Experience in customer service
• Experience in Administration or Project Management

About the Department:

The Guest Focus team is at the heart of Backroads’ mission to be the World’s Most Guest Focused Travel Company. We investigate and deliver resolutions to guests impacted by disappointments, trip changes, natural disasters, and global events. We take ownership when we’ve made mistakes, and we also educate our guests about our values and business model. We operate with integrity and transparency every day and maintain lifetime relationships with our guests. We see every interaction with our guests as an opportunity to build an even stronger relationship for the future.

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:

• 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
• Pre-tax commuter benefits for public transportation and reward program for alternative sustainable commutes to the office (biking, walking, carpooling, & public transportation)
• Wellness programs, onsite fitness center, and regular lunchtime bike rides and workouts

At Backroads, there is no such thing as an "ideal candidate." We believe in the power of teamwork - and in the desire to learn something new every day. We believe in hiring people, not just skills. If this sounds like a company you would like to join and a role you would thrive in, please don't hold back from applying! Whatever skills you bring to the table or background you're coming from; we welcome you to start a conversation with us. We need your unique perspective for our continued innovation and success. We're looking forward to learning more about you!

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