Guest Experience Coordinator - Trek Travel

Trek Travel provides global cycling, hiking, and walking vacations of a lifetime with the goal of helping more people actively explore and experience the world. We are seeking an energetic and customer service-focused Guest Experience Coordinator to join our team in Madison, Wisconsin or remotely. This key role is responsible for assisting the Sales and Guest Experience teams throughout the “life of a guest” experience for all our guests. 

This is your opportunity to join the Trek Travel team and leave your mark on our company, on the active travel industry and on the world at large. 

POSITION RESPONSIBILTIES INCLUDE, BUT NOT LIMITED TO: 

• Being a champion for customer service and the customer at large throughout the entire organization through proactive collaboration with all departments. 
• Manage week-out email process to provide guides with the required information to run a wildly successful trip. 
• Manage bike fit forms process to ensure accurate bike sizing for all guests.  
• Manage other operational guest experience responsibilities like groups on trip, regional passport information, guest tipping process, trip updates, NetSuite uploads, and other tasks as assigned.  
• Pre and post trip customer correspondence through excellent phone and email communication. 
• Support the Inside Sales team by taking roll over sales calls and answering guest inquiries during high sales seasons.  
• Cross departmental work and additional projects as required. 

YOU HAVE: 

• Customer service experience. 
• ​​​​​​​CRM experience preferred. 
• Project management skills. 
• Strong technical aptitude.  
• You believe in the importance of hospitality and customer service, recognizing that customers are all around. 
• You have a positive, solution-oriented attitude and always ask “How can I help?” 
• You exude fun and flexibility while contributing to the overall success of your Team. 
• Confidence in your problem-solving abilities, and the ability to exercise great judgement with decision-making in a timely manner  
• Excellent communication skills – verbal & written. 
• Expert attention to detail, efficiency, and work with a sense of urgency. 
• Takes initiative to continuously improve processes and is solution oriented. 

TREK TRAVEL OFFERS:  

• A fast paced, casual, motivating, and fun company culture, where initiative and pro-activity are highly valued.  
• ​​​​​​​Competitive health care  
• Dental and vision insurance  
• Flexible Spending Accounts (FSA)  
• Short Term / Long Term Disability  
• Life Insurance  
• 401(k) with company match  
• Competitive paid time off and volunteer time off package  
• Paid holidays  
• Reward program for sustainable commuting to the office  
• Employee discounts and outdoor industry discounts  

At Trek Travel, we think outside the box, continuously improve, encourage feedback, and give it all we got, all the time, no exceptions. This is a full-time exempt position that reports to our Guest Experience Manager and is eligible for Trek Travel’s competitive benefits package. This position is based at our office in Madison, Wisconsin. Interest in the active travel industry is beneficial, but not necessary.  

If you have what it takes to join our team and the desire to help shape Trek Travel’s future, we wish you the best of luck and look forward to your application!

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