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Personal Travel Advisor 1

Personal Travel Advisor 1

at Rustic Pathways

 

The Position:

The Personal Travel Advisor is the primary relationship holder with Rustic Pathways’ clients and instrumental in developing and maintaining respectful, friendly, and loyal client relationships.  As the client’s single point of contact, you drive a high-touch, high need, customer-centric experience in every aspect of Rustic’s services by applying your command of operational knowledge and ability to empathize with your client’s needs, interests, and wishes.  In this role, you will take ownership of fulfilling your client’s needs; finding creative ways to orchestrate solutions to new problems;  helping clients travel safely; and ensuring positive outcomes that satisfy both the student and parent.  You achieve this by leading your client through the entire enrollment, onboarding, forms collection, flight scheduling, pre-travel preparation and payment processes while actively listening, empathizing, and being as helpful as possible in addressing any need and concern.   

At Rustic Pathways, you, the PTA, are the voice of the customer and the advocate for the customer experience; driving policy and process improvements for customer touch points throughout the broader organization.

What You Do:

  • Support students’ and families’ and anticipate needs before, during, and after their trips.
  • Build constructive, helpful, respectful, and friendly relationships with students and families globally.
  • Provide advice on program selection, country destinations, air travel, and accommodations in country.
  • Process student applications and onboard students for travel.
  • Collect and process forms and passports; and educate the client on required eVisas
  • Deal with occurring travel issues and complaints with a positive attitude and solution oriented responses. Calm nervous parents and students.
  • Meticulously update client relationship management system with client interactions and updates.
  • Assist sales teams with calling campaigns and financial team with collections outreach.
  • Participate in on-call schedule or augmented travel season schedule changes.  

What We Look For:

  • 5+ years of customer service, client relations, or telemarketing experience.
  • 5+ years of experience managing and prioritizing tasks in a professional environment.
  • Excellent written and oral communication and interpersonal skills.
  • Experience working in a high pressure, high demand, and fast-paced growth environment.
  • Multitasking and working with a large client base
  • High comfort level with business to client service.
  • A teamwork mindset with a willingness to help other members
  • Proven relationship building skills.
  • Problem solving and solutions negotiation.
  • An open, people-focused mindset
  • Adaptability to change and tolerance for ambiguity
  • A desire to continually learn new things
  • Proficient in Microsoft Office suite, Google Apps, and Salesforce.

Preferred qualifications:

  • Experience in the travel / flight booking industry.
  • Experience traveling internationally.
  • BA/BS from an accredited college or university or equivalent work experience with some college.

We are looking for someone who is preferably able to work a second shift from 11:30am-8pm, but we will consider the first shift from 8:30am-5pm for the right candidate. 

Work and Environmental Conditions: 

This position is primarily based in an office setting. The work pace for this position is sometimes fast paced where work is required for up to 2 hours at a time. High supervision from PTA manager with intermittent prompts. Social interaction with clients and team members required frequently.

This position requires such physical abilities as sitting for computer and phone work for long periods of time, lifting up to 20lbs sometimes and carrying office supplies, standing, and walking throughout the building.

Majority of work is done in a controlled office environment. The environment in which the job is performed outside a normal office space may include exposure to extreme temperature, noise, heights, or other hazards. All remains the same for any additional requirements for training, protective clothing, or monitoring.

Post Hire Training: 

Personal Travel Advisors will be walked through the Personal Travel Advisor handbook at the onset of their employment to familiarize them of team policies, procedures, and expectations. Staff members will also be trained in the use of Rustic Pathways’ proprietary Salesforce.com client management system. Training will also be provided to familiarize staff members with Rustic Pathways’ product offerings.

Equal Employment

Rustic Pathways is committed to providing equal employment opportunities to all persons and maintaining a work environment that is free of harassment and discriminatory conduct. All employment decisions at Rustic Pathways are made without regard to race, color, religion, sex, national origin, disability, age, genetic information, veteran status, or any other class protected by law. Rustic Pathways takes all allegations of discrimination, harassment, and retaliation very seriously and will promptly conduct an investigation when warranted.

At-Will Notice

Each employee of Rustic Pathways is employed “at will,” which means either the Company or the employee may terminate the employment relationship at any time, for any or no reason, with or without advanced notice. No individual or representative of the Rustic Pathways can change this at-will relationship absent a specific, written contract signed by the Company’s Chief Executive Officer or designee.

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