Job Opportunities with Backroads
Assistant Sales and Guest Services Manager
Berkeley, CA
The Assistant Sales and Guest Services Manager assists the Sales Manager in the daily operations of the Sales Department. The primary responsibility is managing the Sales Department’s internal systems and administrative processes to ensure that Trip Consultants perform in the most productive and efficient manner while providing the highest level of service.
PERFORMANCE MANAGEMENT
• Assist Sales Manager in training and supervising Trip Consultants
• Track sales for all reservation takers. Post daily, weekly and monthly performance numbers.
• Work with Sales Manager to manage quality control through call monitoring and constructive critiquing of Trip Consultants’ phone manner.
• Solicit and develop new policies and procedures in the Sales Department.
CALL CENTER OPERATIONS
• Analyze and prepare ACD call reports daily, weekly and monthly.
• Collaborate with Sales Manager to determine the optimal staffing needs for summer/winter seasons and holidays taking into consideration call volume, guest count, trip departures and training.
• Assist with the hiring and training of seasonal guest service staff.
• Approve time off/vacation request of entire department and maintain vacation request calendar
• Schedule lunches, department meetings and trip seminars.
• Manage overflow loops.
• Take overflow calls.
• Other duties as necessary or assigned.
REQUIRED SKILLS
• Minimum of 2 years successful management and training experience.
• Understanding of call center technology and staffing.
• Excellent project management skills and proven ability to improve departmental quality and efficiency.
• Word, Excel proficiency.
• Data analysis skills.
• Experience resolving guest issues and managing difficult situations.
• Demonstrated accuracy and attention to detail.
• Team player with a positive attitude, enthusiasm, drive, and the desire to provide our guests with the vacation of a lifetime.
• Ability to juggle multiple tasks and to work well under pressure.
• Some weekend work required.
• Active travel experience a plus.
• Ability to lift 30 lbs.
Email: staffing@backroads.com
Fax: (510)527-1444
About Backroads
As the world's #1 active travel company, Backroads offers more bicycling, walking, hiking and multisport trips around the world than any other company. We are a service-oriented organization composed of high-energy individuals with varied backgrounds who enjoy people, travel and the outdoors.
