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Adventure Travel Customer Service Specialist 🔥

REI is committed to becoming a fully inclusive, antiracist, multicultural organization. To fulfill our brand promise of enabling a life well-lived outside for everyone, we are seeking candidates who demonstrate shared values of diversity, equity, inclusion, and antiracism.
This job contributes to REI’s success by handling all customer service needs for REI Adventures’ travelers once they have signed up for a trip. Acts as the point of contact for customers on an assortment of assigned trips with the ultimate goal of developing a breakthrough customer service relationship with our customers. Ensures all customer needs are met in a timely manner. Updates field partners on all special customer needs and/or desires. Sends trip leader reports and final documents in accordance with established timelines. Models and acts in accordance with REI’s guiding values and mission.
  • Proactively reaches out to customers to ensure they have all of their needs met.
  • Answers customer questions and concerns and handles all finalization needs for assigned trip departures.
  • Communicates with field partners on an ongoing basis to clarify trip details and arrange extra services for travelers.
  • Creates and sends trip leader material to our field partners including trip leader reports, rooming lists, and all extra service requests.
  • Ensures all client information is entered in our reservation/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 on assigned trips are received within established guidelines.
  • Assists with new staff training on trips and customer service expectations.
  • Ensures trip fulfillment guidelines have been followed for each departure.
  • 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 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 experience in travel industry and/or proven customer service skills
  • Ability to maintain confidentiality surrounding sensitive customer or company information.
  • Excellent decision making skills
  • Strong identification with REI’s customer service philosophy; ability to effectively resolve customer issues
  • Ability to build and cultivate relationships within the industry and cross culturally
  • Actively participates and collaborates with others on one's own team and across REI for the achievement of business goals.
  • Flexible in one's viewpoints and positions in order to support the direction taken by others at REI.
  • Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities.
  • Consolidates information from various sources including feedback from others to reach sound decisions.
  • Considers the ultimate impact of decisions and actions on internal and external customers.
  • Works smart by setting effective work goals, establishing priorities, and planning well in order to produce quality work.
  • Executes effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals.
  • Clearly conveys and accurately receives information by a variety of methods and in various situations.
  • Builds rapport with all kinds of people inside and outside the organization.
  • Acts upon opportunities and involves and influences others in the accomplishment of worthwhile organizational goals.
  • Challenges the status quo, champions change and influences others to change.

REI hires, trains, and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We remain deeply committed to making the Co-op a place where everyone can feel safe and be themselves. Join us.

As required by the Colorado Equal Pay Transparency Act, REI provides a range of minimum compensation for roles that may be hired in Colorado. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors. The salary range for this position may be lower or higher in different markets.

To review benefits information, including medical, retirement, and time off visit http://foryourbenefit-rei.com.

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