CALIFORNIA CLIENT SERVICES ASSISTANT

 

LOCATION

 

  • The California Client Services Assistant works out of the OARS main office in Angels Camp, CA

PURPOSE OF THE POSITION

 

  • The California Client Services Assistant works in collaboration with the CA/OR Reservations Manager to process all reservations. The Assistant is responsible for performing all adventure consultant duties and area-specific client services to ensure high levels of customer service, organization and efficiency.
  • During the peak season (May through September), the Assistant will work weekends, Thursday – Monday. Outside of the peak season, the schedule may be the same or could possibly be Monday – Friday, to be determined.

SCOPE

 

  • The California Client Services Assistant reports to the CA/OR Reservations Manager to provide complete reservation details to Field Staff and to respond as soon as possible to requests from the field for additional information.
  • The position requires familiarity with trips offered in other areas in order to effectively answer general questions about any OARS trip.
  • Additional duties TBD may be added once proficiency with the position is attained.

PERFORMANCE PROFILE

 

  • Ability to ask the right questions to discover guest needs
  • Exceptional listening skills
  • Excellent written communication skills
  • Highly organized
  • Proficient basic math skills, with a focus on detail and accuracy
  • Proactive work demeanor
  • Effective time management; proficient at multitasking
  • A team player with willingness to be “part of the solution”

 

RESPONSIBILITIES

 

Client Services

  • Responsible for distribution of reservation-related confirmation emails during times when the CA/OR Reservations Manager is out of the office and as assigned to balance work flow.
  • Mail confirmations if a guest prefers it in hard copy form rather than an electronic version.
  • Assist CA/OR Reservations Manager in maintaining trip files, hard copies of risk/release forms, safety talk checklists and vendor information in an orderly manner. Archive at the end of the year.
  • Review trip pages on oars.com on a regular basis to ensure familiarity.
  • In collaboration with the CA/OR Reservations Manager, responsible for collection of all client forms and complete & accurate entry/review of that information in Tour Tools.
  • Follow up on ‘tentative bookings’ to ensure deposits are received.
  • Follow up on late payments in coordination with CA/OR Reservations Manager.
  • In collaboration with CA/OR Reservations Manager, responsible for providing Field Staff with complete and accurate information regarding upcoming trips.
  • Review news from the field as it comes in and in coordination with the CA/OR Reservations Manager alert guests when appropriate.
  • Advise guests regarding itinerary changes that occur after time of booking.
  • Release launches in a timely manner when the CA/OR Reservations Manager is out of the office.
  • Function as the office point-person for all details related to camping reservations at the American River Outpost.
  • Responsible for review and verification of discounts being correct on bookings.
  • Split-off passengers from a booking that can have their own client record and re-book as a PAX/GL.
  • In collaboration with the CA/OR Reservations Manager and Risk Management Officer, follow up with “flagged” passengers for further screening.
  • Send pre-departure letters.
  • Coordinate with guests to inform of unconfirmed departures.
  • Cross reference Trip Leader Reports with reservations to ensure accurate reporting of trip numbers.

Adventure Consultant

  • Continuously develop in-depth knowledge of OARS trips, policies and procedures and reservation system. Participate in researching the active travel industry and our competition; sales expertise; customer service techniques; knowledge of basic computer applications; written and verbal communication; personal organization.
  • Log-in to phone queue daily according to standards set by management. Respond to all incoming calls and return all messages from prospective and current guests, travel agents and co-workers in a courteous, professional and timely manner.
  • Enter concise notes from calls or e-mail correspondence in bookings or client records.
  • Respond to email inquiries throughout the day. Copy designated sales agent for follow-up.
  • Obtain all relevant information from prospective client. Create a client record and enter information including name, address, phone #, email address, HTH, new client tracking, interest, profile (if applicable), notes. Include a copy of email correspondence in the client record.
  • Set-up literature requests as required.
  • Make reservations, charge deposits/rentals/additional purchases and process final payments when applicable.
  • Qualify and book guests for the most appropriate trips. Accurately collect all pertinent information about every new and past guest signing up for a trip.
  • Recommend and develop responses to guest concerns in a prompt and courteous manner in accordance with OARS policies and procedures; in conjunction with Management and Operations.
  • Participate in communicating with departmental and company teams to improve internal processes and build a high performing sales and customer service organization.
  • Attend weekly office meetings
  • Keep shared spaces tidy; reuse & recycle where possible.
  • Other projects and duties as necessary or assigned.

WORKING CONDITIONS

 

Physical Demands

  • Long hours sitting or standing and using office equipment and computers, which can cause muscle strain.
  • Some lifting of supplies and materials on an as-needed basis.

Environmental Conditions

  • The OARS office is a busy, shared-office operation where interruptions are frequent.
  • Scheduled and unscheduled meetings with coworkers and managers are customary.
  • Stressful working conditions due to call volume and customer demands are common.

COMPENSATION

 

Hourly Wages (based on 40 hours per week)

  • $14.00 – $17.00 per hour for 40 hours per week
    • Merit increases, dependent on individual and company performance, considered on an annual basis
  • Overtime hours may be required on a daily or weekly basis, and will be paid at time and a half according to California law.

Benefits 

  • Company-provided medical, dental, and vision insurance (included during the off season with commitment to return)
  • Company-matching ($.50 for every $1.00 contributed up to 6% of gross pay) 401k plan after 1 year
  • Friends + Family discounts on OARS trips

Seasonality

The position is seasonal, approximately March 15 – September 30

Probationary Period
The first 60 days of employment are considered probationary.

 

HOW TO APPLY

Qualified candidates should send a resume with cover letter to jobs@oars.com by February 14th, 2021.  No phone calls please.