Customer Relations Manager

Description

Department: Hammer Travel

Grade Range/Job Status: Full Time/Exempt

Reporting Relationship: Director of Hammer Travel and Community Life

Supervisory Responsibilities: NA

Typical Schedule: 40hrs/week. Primarily M-F Days. Occasionally be willing and able to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the organization.

Position Summary

The Customer Relations Manager position is responsible for: recording trip sales and revenue; overseeing prepayment accounts; database management; responding to customer inquiries; overseeing the traveler registration process; pre-trip communications with traveler contact persons; post-trip follow-up phone calls; cultivating relationships with current and potential customers; social media and website management; promoting Hammer Travel at trade shows and conferences; sales presentations. assisting with trip logistics, pre-trip meetings, staff and volunteer training, airport meet and greets, and lead trips on occasion. As part of the Hammer Travel team, they will work with other staff members to implement the goals of the department. All employees are expected to center, model and champion Hammer’s core values: Person-Centered, Relational, Opportunistic and Stewardship in order to provide people with intellectual and other disabilities, the opportunity to live life to its fullest.

Primary Duties And Responsibilities

• Sales and Revenue
• Process and record all payments and revenue; send receipts as needed.
• Monitor trip payment timelines.
• Monitor pre-payment accounts
• Send monthly invoices for outstanding accounts and prepayment balances.
• Manage refund requests.
• Create and send monthly sales reports to the finance department.
• Update database to reflect current payments and balance due
• Communication and Trip Registrations
• Receive all phone calls and respond within 24 hours. Respond to all emails and other communication.
• Record trip registrations in Sales Force as they come in from either the website, email, mail or phone
• Send out welcome packets and registration forms to all travelers.
• Track incoming trip paperwork and contact the appropriate person if there are any questions about a traveler, or missing paperwork.
• Scan travel paperwork into database.
• Inform travel staff of any changes to traveler’s level of assistance, or updates to paperwork already processed.
• Follow up with the appropriate person after a trip to relay feedback or concerns about a traveler.
• Maintain/develop relationships with current and potential customers/contacts.
• Company Promotion
• Maintain and keep current all social media accounts and company websites.
• Website liaison between developer / Communication Department / Hammer Travel
• Represent and promote Hammer Travel at conferences and trade shows.
• Promote Hamner Travel through presentations at offsite locations.
• Create and send out a monthly newsletter through Constant Contact.
• Database Management
• Act as administrator of Salesforce.
• Maintain good hygiene for the current database.
• Departmental Assistance
• Plan travel destinations and brochure / create new destination ideas.
• Assist with airport meet and greets as needed.
• Assist with trip logistics, trip meetings, facilitating staff and volunteer training.
• Be trained as a trip leader, lead trips on occasion, fill in as a trip leader if needed in an emergency as a last resort.
• Provide coverage for the Travel Director when needed.
  
  

Essential Knowledge And Qualifications

• Demonstrated experience working in developmental disability, or a related field,
• Demonstrated experience communicating effectively and persuasively both verbally and in writing on an interpersonal and group level.
• Excellent communication (written and in person) and organizational skills
• Basic knowledge of the travel industry
• Experience with group travel dynamics
• Experience with processing accounts receival
• Proficiency with Microsoft Office Products (Outlook, Word, Excel, PowerPoint) and Google applications.
• Proficiency with Sales Force, Constant Contact, WordPress and Social Media platforms.
• A willingness to manage multiple priorities to ensure work is completed in a timely and productive manner.
• Working knowledge of local, state, and federal employment laws and regulations preferred.
• Must demonstrate the ability to work diplomatically with a wide variety of people, possess public speaking ability, strong organizational skills, and complete tasks with a high attention to detail.
• Experience, ability, and commitment to working with individuals and teams that are mixed across lines of difference such as race, gender-identity, sexual orientation, religion, ability, age, class, and immigrant status.
• Must be willing and able to work flexible hours/days, including occasional evenings and weekends, reflective of the dynamic schedule of the organization.
• A valid driver's license and driving record that meet the requirements of Hammer Residences insurance carrier.
• Personal background that does not include disqualifying criminal activity as outlined in DHS Rule 11 and Adult Foster Care licensing requirements.
  
  

This job description assigns essential functions. It does not restrict the tasks an individual in this position might be asked to perform or all qualifications that may be required currently or in the future.