What are the responsibilities and job description for the Seasonal Guest Focus Specialist position at Backroads?
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our success.
Calling all COMMUNICATORS and PROBLEM SOLVERS! Are you insatiably curious about how all the teams at Backroads come together to create epic experiences for our guests, honing your Backroads voice and partnering with our guests to drive quality in the company? Join the Guest Focus team!
We’re hiring a full time, seasonal (6 month May – October 2025 ) Specialist be work from the Berkeley office. You'll be at the heart of enhancing our guests' experiences and driving quality across teams based on guest feedback. This role is perfect for communicators and problem solvers with a flair for turning challenges into positive outcomes. If you're a creative and curious thinker, committed to getting the right outcome, goal oriented and someone with a knack for guest and field support, we're looking for you!
What You'll Do:
- Solve Guest Issues: Expertly handle (by email and phone) guest concerns and feedback, ensuring every guest is looking forward to their next trip.
- Create Solutions: Employ your creativity and problem-solving skills to navigate and resolve any situation, no matter how complex.
Who You Are:
- You possess a curious and balanced mindset, avoiding snap judgments and finding the middle ground.
- Your strong listening and communication skills allow you to discern nuances and understand all sides of a story.
- You're mature and composed, capable of handling high-drama situations with grace and professionalism.
- With a strong sense of responsibility and initiative, you excel in a fast-paced environment, striving for the best outcomes in every situation.
- Team collaboration is in your nature, understanding that success comes from working together towards a common goal.
Core Tasks and Skills:
- Respond in writing to guest feedback in a manner that reflects Backroads' voice and commitment to quality.
- Manage and prioritize issues effectively, working both independently and as part of a cohesive team to achieve goals.
- Exhibit excellent writing skills, ensuring responses are clear, professional, and error-free.
- Handle phone calls with empathy and integrity, maintaining confidence even with challenging guests.
- Demonstrate negotiation skills in offering fair solutions, such as credits and refunds.
- Contribute to our culture of continuous improvement by participating in quality initiatives and providing regular updates to management.
What You'll Need:
- A passion for working directly with our guests and a genuine appreciation for power of active travel in our guests’ lives.
- An insatiable curiosity about meeting each guest’s experience where they are at.
- A love of always learning.
