Customer Success

Company description

Eagle-Eye Tours is Canada's largest birding tour operator offering 95+ tours each year around the world. Our business is growing and we are excited to be adding members to our team.

Our Customer Success & Sales Representative is the primary person responsible for answering customer inquiries and getting them booked on our tours. They do this by being personable and sharing exceptional product knowledge quickly and effectively. They are also there to help solve problems our customers may have by making sure they are heard, responding to their feedback, doing what we can to make people happy, and using feedback to improve future tours and procedures. This is not a high pressure, target-driven sales job. We prioritize building long-term relationships with our clients and want them to keep coming back for the great service and experiences we can offer them.

This is a developing role and while some SOPs have been established already, there is a lot of opportunity to be innovative with sales strategies and contribute your ideas, to help improve how we operate as a business more broadly.

What we are looking for:

• Experience in D2C telephone and email sales
• Excellent verbal and written communication skills
• Comfortable using email, CRM systems, and other relevant software
• Highly organized with the ability to manage multiple tasks and priorities efficiently
• Strong problem-solving abilities with an excellent attention to detail
• Maintain a positive mindset and a strong commitment to assisting customers
• Ability to work collaboratively within a team and contribute to a positive work environment
• A passion for travel
• An understanding of the travel and tourism industry is a plus
• Marketing and social media experience is also beneficial

Some of your key responsibilities will include:

• Respond to inquiries through live chat, email, and phone, providing detailed information and assistance
• Oversee our lead management system, ensuring prompt outreach to leads via phone and email
• Promptly contact individuals on waitlists when spaces become available
• Provide quotes and process travel insurance policies for prospective clients.
• Develop and implement sales strategies to drive revenue growth
• Respond to client evaluation forms and reviews and use this feedback to improve our information and practices for future tours
• Identify new sales opportunities and stay informed about industry trends with an eye to constantly innovating and improving how we operate
• Identify and cultivate new partnership opportunities with other organizations.
• Establish and track key performance indicators (KPIs) to measure the success of sales and customer satisfaction (e.g. Net Promoter Score, source of new bookings, etc.).

Expectations:

• Maintain a high standard of prompt and effective response to inquiries
• A drive to constantly improve your product knowledge
• A customer-centric mindset to addressing customer concerns and feedback
• Collaborate closely with other departments to ensure seamless communication, provide mutual support, and continually enhance our processes and practices.
• Actively seek out and implement SOP improvements to enhance sales efficiency and effectiveness
• A willingness to embrace and lead change in how we operate as we are constantly looking to automate and improve our systems
• Complete the travel insurance exam within 1 month of starting this position - we will assist with this.

Why work for us?

• Competitive salary of $ $34.50/hr (equivalent to $63,400 - $71,760 at 40 hrs/week)
• Flexible medical benefits via a health spending account
• Flexibility on the number of hours per week (within the range of hours/week)
• Paid vacation and opportunities for additional unpaid leave
• Opportunity for some remote work
• Being part of a great team at a very unique and innovative business
• Being part of a business that prioritizes conservation

We anticipate work beginning as soon as you are available. We believe the best option is to have you working in our office in Invermere, but we are open to discussing opportunities for remote work once you have your feet under you.

Please submit your resume and a brief story about a personal travel experience by 5 pm on January 19th via eagle-

WE WILL NOT REVIEW APPLICATIONS SUBMITTED DIRECTLY THROUGH INDEED

Job Types: Full-time, Part-time

Pay: $30.50-$34.50 per hour

Expected hours: 30 – 40 per week

Benefits:

• Extended health care
• Work from home

Application question(s):

• Did you read that we are only accepting applications through our website and that you are required to submit a personal travel story?

Education:

• Bachelor's Degree (preferred)

Experience:

• Sales: 1 year (preferred)

Work Location: Hybrid remote in Invermere, BC