Guest Services Associate

Guest Services Associate This is a remote position. Job Overview: The Guest Services Associate is the principal point of contact for sophisticated travelers, coordinating their arrangements on an array of high-end domestic and international small-group programs, and regularly interfaces with institutional representatives. Reporting to the Client Services Manager, this customer service and sales representative is an essential member of a dynamic team whose common goal is to create the very best travel experience for our travelers and sponsors. This position is an excellent entry to career opportunities at Arrangements Abroad and the travel industry generally. Full-Time (8 hrs/day) ESSENTIAL DUTIES & RESPONSIBILITIES: Provide professional and polished customer service to potential and current travelers over the phone and through email; take inquiries and respond to customer needs, gather information and research, and deliver detailed and personalized materials in a timely manner. Cultivate and follow up with interested travelers and prospects, including suggesting and implementing marketing initiatives to fill our pre-designed small-group programs. Project manage 1-3 program departures per month (12-24 simultaneously at different project stages), working collaboratively with internal staff and across departments to organize logistics for each program and traveler. Coordinate travel arrangements for individuals; including invoicing, data entry, mailings, insurance, visa applications, and flight plans. Liaise with travel partners and sponsor representatives and manage the account relationship, keeping our partners updated on enrollment, guest correspondence, materials, and other issues that arise. Diligently follow up on payments and missing traveler information Proficiently use and maximize our CRM database, ViaTour (a Microsoft Access database), Google's G Suite, and Microsoft Word/Excel, to fulfill your above responsibilities Draft and edit dozens of traveler documents weekly (from templates) for the Guest Services team, including suggested reading lists, destination specific information, packing lists, etc. Assemble and draft the "Tour Director Book" package. Arrange review and approval by cross-departmental staff virtually. Support office environment with daily, weekly and monthly maintenance tasks (data entry of payments and traveler information) Assist Management team as needed or as special projects arise. SKILLS & QUALIFICATIONS: Passion for customer service, attention to detail, superb organization and prioritization skills. Excellent verbal and written communication, including active listening, editing, and proofing. Comfort on the phone. Self-motivated, team-player, problem-solver, relationship builder with the ability to address immediate and high-tension customer service requests. This position balances speed with accuracy, administration/data entry with personable customer service, and requires the ability to handle several concurrent projects. 5+ years relevant experience (e.g., Customer Service, Travel, Sales, Museums, or Alumni Development) Enthusiasm for technology, education, culture, and travel. Project management or customer service experience preferred. This position will begin with an approximately 6-month internal mentorship & training program where you will be oriented to the different aspects of the company and provide administrative support to the Client Services team and managers. Experience: 5 years required