Client Services Area Coordinator

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 and -operated 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 team.

JOB DESCRIPTION

Position Summary

As an OARS Client Services Area Coordinator, you have a passion for trip planning and outdoor adventure and the stamina to answer the same question 1000 times a year with a smile. You truly love working with other people and your colleagues enjoy working with you. Only your attention to detail and organizational skills rival your personable demeanor and enthusiasm for travel. Area Coordinators function as the point person for guests, other reservations staff and area managers in questions concerning your area of expertise and keep staff apprised of operational updates. This position is responsible for performing all client services duties related to your Area, providing support for any guest questions that may arise. You will also contribute to general sales and Adventure Consultant efforts by handling incoming trip inquiries by phone and email. This position reports directly to the Client Services Manager, while also taking direction from, and supporting, the Operations Director, the Risk Management Director, the Area’s Operation(s) Managers and the Executive Committee.

• Performance Profile
  • Ability to ask the right questions and match guests to the best trip for their needs
  • Exceptional listening skills, friendly and personable in phone conversations 
  • Excellent written communication skills, particularly in email format
  • Highly organized and efficient, with individual workflow as well as in the shared reservation system and CRM
  • Effective time management, ability to multi-task at times
  • A team player and “part of the solution”
  • Proficient with policies and procedures within 30 days of hire date.
  • Actively take sales inquiries and place bookings as assigned after the first two weeks, increasing areas of expertise as time goes on
  • Intuitive and thorough with administrative work performed in the reservation system and other support programs, including client entry, information requests, correspondence (via phone, email & live chat), reservations, and follow-ups
  • Working knowledge of the CRM, the reservations system and extensive trip information for 75+ domestic and international itineraries

Essential Duties

• Phones & Emails
  • Be present at your desk and available to answer the phones & respond to live chat inquiries during scheduled work hours.
  • Be available to answer calls at all times while on the clock, except for work breaks and meals. 
  • Answer calls in a timely, friendly manner: “Thanks for calling OARS, this is _____, may I ask who’s calling?”
  • Ask for and use the caller’s name
  • Respond to questions and concerns in a timely manner (ideally within minutes, but always within 24 hours or the next business day) 
  • Accurately enter contact info, etc. for all inquiries
  • Regularly check voicemail, SMS messages, email, Google Chat and HubSpot leads/tasks and respond in a timely manner 
  • Say thank you often and invite guests back after each trip

• Bookings & Pre- / Post-Trip
  • 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
  • Make reservations, charge deposits/rentals/additional purchases and process final payments when applicable
  • Be responsible for distribution of reservation confirmations and for ensuring prompt and complete payments for reservations prior to departure.
  • Mail confirmations and trip documents, if requested
  • Send confirmation emails/letters daily
  • Ensure guest registrations, risk and other forms are complete
  • Be responsible for collection of all guest forms and complete and accurate entry of that information
  • Review online bookings and forms for accuracy 
  • Responsible for review and verification of discounts being correct on bookings
  • Ensure there are adequate and appropriate notes in all reservations. This means really looking at the bookings when they are made. If there are any questions / concerns, inquire with whoever made the booking before too much time has elapsed. Change or add notes as required 
  • Monitor bookings as they are received for age requirements, special dietary requests, medical conditions and suitability for trips. Discuss flagged reservations with Risk Management Director and/or the Operations Manager(s) and address potential issues in a timely manner 
  • Ability to identify potential issues and quickly work with the team to manage and respond to such situations in a timely and professional manner
  • Be responsible for providing Operations with information as needed and by maintaining an open dialogue on pending issues 
  • Coordinate with Operations Manager(s) to open or close available trips as agreed upon and necessary to maintain a smooth flow of operations 
  • Liaise with Operations Manager(s) regarding high water or other situations (e.g. forest fires, road closures, etc.) that may need attention, monitor bookings accordingly and alert guests when necessary 
  • Advise guests regarding itinerary changes that occur after time of booking
  • Monitor trips without minimum guest numbers and provide guests with alternative trip suggestions or cancel guests in a timely manner 
  • Review Trip Rosters a minimum of 30 days out and double check for special dietary requests, guest ages (min & max) and medical conditions – liaise with Operations Manager(s) regarding any concerns 
  • Send out river maps (if included in trip price or purchased) once final payment has been made, or if payment for the map was made in advance
  • Monitor trip evaluations and trip leader reports. Consult with Operations Manager(s) as needed and address concerns and make adjustments if required
  • 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.
  • Continuously develop in-depth knowledge of OARS trips, policies and procedures and systems 
  • 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

• Other projects and duties as necessary or assigned

Skills & Qualifications

• Positive attitude with a passion for working with a diverse team
• Empathetic and resourceful problem solver with the ability to build genuine, authentic connections with guests and co-workers
• Strong written and verbal communication skills
• Detail oriented with the ability to see the big picture
• Excellent personal organization and time management skills
• Experience working in  Google Workspace
• Experience working with HubSpot and Arctic Reservations a plus
• Love of the outdoors

Working Conditions

• Physical Demands
  • Weekend shifts may be required
  • 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 building is a busy, shared-office, call-center operation where interruptions are frequent. Remote work may be an option provided an effective, professional home office environment is maintained. This workspace should be distraction free, and have all the tools required to complete the job the same way one would in a traditional office environment
  • Scheduled and unscheduled meetings with coworkers and managers are customary
  • Stressful working conditions due to call volume and customer demands are common

Compensation & Benefits

• Standard benefits available to full-time employees
  • Competitive benefit plans, including medical, dental and vision
  • Reimbursement for approved wellness expenses up to $520 per year
  • Company-matching ($.50 for every $1.00 contributed up to 6% of gross pay) 401k plan after 6 months of employment
  • Based on hours worked, up to 17 days Paid Time Off (PTO) accrued annually in years 0 – 2
  • Based on hours worked, up to 25 days PTO accrued annually in years 3 – 9
  • Based on hours worked, up to 30 days PTO accrued annually 10+ years
  • One paid familiarization (FAM) trip annually, dependent on company performance and subject to management approval
  • Friends + Family discounts on OARS trips

How to Apply

Interested candidates may submit a resume and cover letter detailing their interest in this position to: [email protected] with a subject line of “Client Services Area Coordinator” No phone calls please. This position will remain open until filled.