Tours Customer Experience Specialist

Adventure Cycling Association seeks a well-organized, energetic, detail-oriented and outgoing individual to join its Tours team which plans, sells and manages more than 100 different bicycle tours and instructional courses annually. This customer service, logistics, and administrative position is a challenging and fulfilling opportunity to work for North America's largest cycling membership non-profit organization. We seek an individual who thrives on interacting with others to share the joy of cycle travel.

Duties and Responsibilities

As a staff member in the Tours Department, the Tours Customer Experience Specialist will have primary roles in customer experience roles, but may also play an active role in tour operations. The person will work with other members of the Tours team on but not limited to:

Customer Experience

  • Develop a thorough knowledge of our travel offerings;
  • Provide sales and support for persons interested in participating in Adventure Cycling tours including trip inquiries, registration, and payment transactions through the following mediums:
    • Phone – Daily office-hour calls and manage and delegate after-hours phone inquiries;
    • Email – Responding to email inquiries as well as web based form inquiries;
    • Internet Chat – Utilize online chat platform;
  • Using Adventure Cycling’s Cancellation and Transfer Policy as a guideline, respond to customer inquiries about cancellation and transfer requests, including requests outside of policy;
  • Provide in-person customer service for customers visiting the Adventure Cycling headquarters;
  • Manage, support, and evaluate post-tour customer survey results;
  • Work alongside Tour Operations Specialists to distribute tour information to participants, including information packets, surveys, and other necessary reminder emails. Assist with creation and finalization of these materials as needed;

Operations

This position may manage a small portfolio of tours (5-15/year), in which work would include:

  • Work with contracted tour leaders in the production and review of tour leader notes, tour expenses, tour reservations and logistics, and necessary certifications
  • Assess, acquire and manage all the necessary permits required for federal, state and local jurisdictions for tours
  • Manage the creation and updating of informational packages, maps and related documents for new and existing tours
  • Assist with copywriting for tours marketing and social media programs;
  • Provide other general operational and administrative support for the Tours Department and its programs, as necessary
  • Some travel may be required on occasion to conferences or on tours
  • Rotating with other Adventure Cycling Staff, provide tours of the Adventure Cycling facilities to visiting cyclists.

Required Knowledge, Skills, and Abilities

  • Excellent team player, who enjoys working with others
  • Enthusiastic about the outdoors and outdoor recreation, especially cycling
  • Exceptional customer service skills
  • Ability to work in a fast-paced, multi-tasked, quick response environment
  • Outstanding written and oral communication skills
  • Excellent organizational skills
  • Proficiency in working with all Google Suite Applications (Docs, Sheets, Drive, Calendar, Sites) and Microsoft Access, Excel, and Word
  • Detail orientated self-starter with proven decision making and problem solving ability; leader who can collaborate with colleagues and partners.

Preferred Knowledge, Skills, and Abilities

  • Solo or group multi-day cycle travel experiences
  • Federal, state, or local permitting experience
  • CPR/FA and LNT certifications
  • Experience with Ride with GPS
  • Experience working with people very different from yourself

Education and Experience

Customer service and administrative experience, with a focus on phone and written communications. Personal and/or group cycle touring experience preferred. Guiding experience encouraged. Prior experience in outdoor adventure travel and tourism is preferred.

Compensation and Workplace

Adventure Cycling is located in beautiful and bike-friendly Missoula, Montana. This position is located at our headquarters in Missoula, however temporary remote work may take place. The position is a full time exempt position (40 hours/week) with typical working hours between 8am and 5pm, Monday through Friday. Occasional hours outside of this time, including evenings, weekends, or travel may change these hours. Excellent benefits include 3 weeks paid time off, holidays, an additional fully paid one-week bike vacation (aka. “bike respite”), medical, dental and vision coverage, life insurance and retirement plan.

Salary range: $36,000-$38,000

Application

Please submit a resume and cover letter through www.submittable.com – Tours Customer Experience Specialist. Application deadline: The position is open until filled. We will begin reviewing resumes and requesting interviews on October 15, 2021.

Commitment to Diversity, Equity and Inclusion

Adventure Cycling Association is an equal opportunity employer. We value a diverse workforce and an inclusive culture. We strongly encourage applications from people of color, Indigenous people, immigrants, women, people with disabilities, members of the LGBTQ+ and other underrepresented and historically marginalized groups. All qualified applicants who share this vision and who have a desire to contribute to our mission are encouraged to apply.

Our Story

Adventure Cycling serves through its members and the bike travel community. Our cycling community encourages and supports countless cyclists each year as they explore the beauty and history of America while tending to their mental and physical well-being. For nearly half a century, Adventure Cycling has created life-changing experiences that deepen appreciation for our country’s diverse cultures, communities, landscapes, and people. As the largest nonprofit cycling organization in the country, we have an impactful voice in policies and programs that advance the safety and accessibility of cycling.

The Adventure Cycling Route Network is the gold standard in cycling networks, incorporating 50,000 miles of meticulously documented bike routes to the most iconic and hidden destinations across the country. We led the effort to create the first official national cycling network: the U.S. Bicycle Route System. Once complete, it will be the largest official cycling route network on earth. And our preeminent bike tour magazine, Adventure Cyclist, supported by more than 50,000 members, is the leading resource for bike travel in America.

For more information, go to www.adventurecycling.org.

@AdvCyclingAssoc on Twitter