Job Details

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.

About the role:

In this role, you'll respond to guest feedback with empathy and professionalism, using problem-solving and communication skills to resolve concerns, uphold service standards, and ensure every guest feels valued and excited to travel with Backroads again. Success in this role hinges on sound judgment, and a genuine passion for delivering exceptional experiences in a fast-paced, purpose-driven environment. If you're a creative and curious thinker, committed to getting the right outcome, goal oriented and someone with a knack for guest support, we're looking for you!

What you'll be doing:

• 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 future trip savings and refunds.
• Contribute to our culture of continuous improvement by participating in quality initiatives and providing regular updates to management.

What you'll need to be successful:

• Exceptional communication skills, capable of engaging effectively with our guests.
• Confident phone presence, comfortable initiating calls to clarify details and resolve guest issues efficiently.
• Strong service-orientation, exemplified through your passion for working directly with guests to resolve issues and find solutions that benefit both parties.
• Strong judgment and discretion, with the ability to assess complex situations thoughtfully and avoid snap decisions by seeking balanced, practical solutions.
• Strong problem-solving skills, leveraging knowledge and experience to navigate guest issues.
• Maturity and composure under pressure, demonstrated through the ability to navigate emotionally charged or high-drama situations with professionalism, empathy, and poise.
• Ability to work effectively, both independently and as part of a team.
• Enthusiasm about working for Backroads and have a passion for active travel and the outdoors

Work Environment:

• Berkeley, CA

• 4-days in the office, 1 day work-from-home (Wednesdays)

About the Department:

The Guest Focus team is part of the Trip Development Department at Backroads, and plays a vital role in enhancing our guests' experiences by expertly managing feedback and resolving concerns with care and professionalism. They communicate clearly and empathetically, turning challenges into positive outcomes while representing the company's voice. This team collaborates closely across departments to drive quality improvements and ensure every guest looks forward to their next adventure. Their problem-solving mindset and commitment to excellence help maintain Backroads' reputation for outstanding service.