CALIFORNIA CLIENT SERVICES ASSISTANT

 

COMPANY OVERVIEW

A leader in the whitewater rafting and adventure travel industry since 1969, OARS has set the standard in first-class rafting, hiking and multi-sport adventures with more than 75 unique itineraries around the world.

At our core, beyond “Guiding Life’s Greatest Adventures,” we’re a second generation family-owned outfitter that strives to make a positive impact on people’s lives by providing outstanding river trips and other outdoor adventures. We encourage and actively support awareness, deeper appreciation, and preservation of our rivers and environment, and seek like-minded individuals who share that same passion, to join our extended family.

LOCATION

 

  • Angels Camp, CA (remote may be considered)

 

POSITION SUMMARY

 

The California Client Services Assistant works in collaboration with the California 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. Provides complete reservation details to Field Staff responds 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.

 

RESPONSIBILITIES

 

  • Responsible for distribution of reservation-related confirmation emails during times when the CA 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 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 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 Reservations Manager.
  • In collaboration with CA 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 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 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 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.
  • Possesses ability to identify potential issues and quickly work with the team to manage and respond to such situations in a timely and professional manner
  • 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 clients. 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.

 

SKILLS & QUALIFICATIONS

 

  • Possesses ability to identify potential issues and quickly work with the team to manage and respond to such situations in a timely and professional manner
  • Knowledge of the tourism/outdoor industry is considered an asset
  • 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”

 

WORKING CONDITIONS

 

  • 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.
  • 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

 
TBD based on experience.

Benefits

  • Company matching 401k after one year
  • Discounts on OARS trips
  • Eligible for health insurance reimbursement for consecutive season work
  • Access to pro deals

 

SEASONALITY

 
The position is seasonal, approximately April 1 – September 30
 

HOW TO APPLY

 
Interested candidates may email a resume and cover letter detailing their interest in this position to: jobs@oars.com with a subject line of “California Client Services Assistant” No phone calls please.

Thank you for your interest in working for a world-class company in small-town California!