Guest Services Representative

About the Department:

The Sales team serves as the first point of contact for prospective and returning guests, providing expert guidance and personalized support. They assist with trip inquiries, bookings, and customer questions, ensuring a seamless and positive experience. Through attentive service and deep product knowledge, the team helps guests find the right trip while building strong relationships and fostering loyalty.

The department is comprised of several teams, which include the below: 

• Guest Service: Provides exceptional support to guests by handling inquiries, resolving issues, and ensuring a seamless travel experience.
• Sales Operations: Optimizes sales processes, systems, and reporting to enhance efficiency and support the Sales & Guest Services team.
• Trip Consultant & Private Trips: Assists guests in selecting the perfect trip and customizing private travel experiences tailored to their needs.

By joining the Sales team at Backroads, you’ll be part of a group that values building innovative people processes and fostering a positive, inclusive employee experience.

About the role:

The Guest Services Representative role is fast-paced and guest-facing, requiring excellent communication, attention to detail, and strong organizational skills. Success in this role means effectively managing multiple tasks, meeting daily contact goals, and maintaining a positive, team-oriented attitude in a dynamic Contact Center environment.
 

In addition to phone and email communication, you will be required to support the live chat channel one to two days per week. This includes managing multiple conversations simultaneously, delivering fast and accurate responses, and maintaining our high service standards in a digital setting. This is a great opportunity to gain hands-on experience with some of the most widely used customer success and chat platforms in the industry.

What you'll do:

• Develop strong knowledge of Backroads trips, policies, procedures, and systems.
• Respond to service calls, emails, and live chats with accuracy, empathy, and efficiency.
• Manage multiple chat conversations while delivering a consistent guest experience.
• Complete guest reservations by collecting missing information as needed.
• Support the Sales Team by gathering key reservation details:
  • Bike/apparel selections
  • Contact and passport information
  • Release of liability and personal information forms
• Stay up to date on global travel conditions and restrictions.
• Collaborate closely with Sales and Guest Services teams.
• Share updates, system improvements, and guest insights with your team and other departments.
• Participate in team and company-wide meetings.

What you'll need to be successful:

• Strong written and verbal communication skills with a clear, professional tone across all platforms, especially chat
• Proven ability to manage multiple chat conversations while maintaining quality service
• Strong attention to detail and accuracy
• Strong multitasking and prioritization skills in a fast-paced environment
• Excellent organizational and administrative skills
• Proficient in Microsoft Office; experience with Salesforce, Atlassian, and chat tools is a plus
• Passion for travel and interest in exploring new destinations
• Quick to adapt and eager to learn new tools and technologies

Work environment:

• Berkeley, CA
• 4 days in office
• As a new employee, you will train Monday through Friday from 8:00 am to 5:00 pm for the first month. After training, your schedule will include one weekend day—either Sunday through Thursday (with Friday and Saturday off) or Tuesday through Saturday (with Sunday and Monday off).

Interview process:

• Recruiter screen
• Assessment
• In Person Interview
• Reference
• Offer

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