This job contributes to REIs success by handling customer service needs for REI Adventures travelers once they have signed up for a trip. Acts as a preliminary point of contact for customers on trips with the ultimate goal of developing a breakthrough customer service relationship with our customers. Ensures customer needs are met in a timely manner. Additionally, this role will support various office related responsibilities, special projectsandbackup coverage. Models and acts in accordance with REIs guiding values and mission.
Proactively reaches out to customers to ensure they have all of their needs met; appropriately escalate customer questions and concerns to team members.
Answerscustomer questions and concerns via the Trip Specialist generic inbox.
Ensures all client information is entered inreservation/operating system.
Contacts and follows up with all travelers to collect all missing and/or incomplete trip forms, additional trip specific requirements (e.g. bike sizes, rental gear needs, air itinerary, etc.), and to resolve any outstanding issues.
Ensures all traveler trip payments and completed forms/documents are received within established guidelines.
Monitors trip-related information on our website to ensure accuracy and follows procedures necessary for updates.
Provide additional support to department and customers as needed or assigned (e.g. phone/live chat support, fulfillment duties, special projects, etc).
Bring your passion and expertise
3+ years of experience with MS Office Suite and Web browsing/research.
Proven ability to work in a fast-paced, ever-changing environment - managing and meeting multiple, simultaneous deadlines by effectively setting priorities.
Demonstrates attention to detail, a commitment to accuracy and thoroughness.
2 years of experience in the travel industry.
2 years experience in customer service skills
Why you'll love it here
Real.Alive.Connected. These are a few words that describe life at REI. Whether its in our careers or in the great outdoors, we aspire to adventure in all ways! At REI we value our customers; we work hard to earn our reputation for quality and integrity every day. Our commitment remains the same as when we started out in 1938: to inspire, educate and outfit for a lifetime of outdoor adventure. Join a passionate community of people who believe in one simple truth: an outdoor life is a life well-lived. Get ready to harness your creativity, customer focus and enthusiasm for living life outdoorswe cant wait to meet you!
Associated topics: agent, agente de servicio al cliente, call center associate, call center representative, customer service representative, customer service specialist, intern, platform support, product support, service specialist
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.