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Job Description

The Client Services Assistant works in collaboration with the Operations Manager, River Manager, Trip Leaders and Van Drivers to process reservations. This individual is the first point of contact for most clients and must ensure high levels of customer service, organization and efficiency.

Schedule

The Client Services Assistant can expect to work a 5 day work schedule during the summer (peak) season (from mid-June to beginning of September) and will require working weekends, such as Thursday – Monday, or similar. The peak season schedule is subject to change, as needed.

SCOPE

• The Client Services Assistant reports to the Operations Manager and works closely with the River Manager to provide complete reservation details to Trip Leaders, Van Drivers and River Staff and to respond as soon as possible to requests from the river for additional information.
• The position requires familiarity with trips offered in all areas in order to effectively answer general questions about any CWR trip.
• Additional duties may be added.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Continuously develop an in-depth knowledge of CRW trips, policies and procedures and reservation system. Participate in researching the adventure tourism industry and our competition; customer service techniques; written and verbal communication; personal organization
• Actively participate in departmental and company discussions to improve internal processes and build a high-performing sales and client services team
• Function as the point person for other reservations staff for questions concerning designated area and keep staff apprised of operational updates
• Distribute reservation-related confirmation information and invoicing for designated area, including prompt and complete payments for reservations prior to departure. Generate and deliver customized final information for each departure
• Collect all client information (forms) and complete or delegate the accurate entry of that information into reservations system, including the correction of online entries as required
• Run weekly reports for late payments, registrations forms, minimum numbers, etc. and follow up accordingly
• Follow up on all reservations and questions (from phone calls, e-mails, trip evaluations, etc.) to insure guests choose CRW for their next adventure travel experience. Promptly follow up with requests for information from Management, Marketing, Accounting, and Operations
• Process cancellations and transfers and negotiate fees as necessary
• Recommend and develop responses to guest concerns in a prompt and courteous manner in accordance with CRW policies and procedures, in conjunction with other Management and Operations
• Provide Operations with additional information regarding trips as necessary in addition to remote reports, especially in the area of special client needs and custom arrangements, maintaining an open dialog on pending issues
• Coordinate with the River Managers to open or close available trips to maintain a smooth flow of operations
• Develop and maintain a close relationship with outside vendors/affiliates & managing agencies
• Negotiate, update or maintain vendor/affiliate contacts and other arrangements as needed
• Communicate with vendors/affiliates to supply all CRW booking data and maintain updated availability for potential bookings
• Generate and process payments to vendors/affiliates in an accurate and timely manner
• Maintain and update trip-related documents seasonally and on an as-needed basis
• New program and custom itinerary development for new trips, extensions and private trips when appropriate, following through from implementation to the final documents
• Active phone selling by being available to respond to incoming calls, e-mails and return all messages from prospective and current guests, travel agents and co-workers in a courteous, professional and timely manner
• Weekend work hours as required
• Other projects and duties as necessary or assigned.

PERFORMANCE PROFILE

• Ability to ask the right questions to discover guests' 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 and willingness to be “part of the solution”

WORKING CONDITIONS

• Physical Demands
  • Long hours sitting/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 CRW "Raft Shack" is an open sided outdoor space, exposed to the ever changing mountain weather. It's busy with both walk-up and call-in bookings where interruptions are frequent
  • Scheduled and unscheduled meetings with coworkers and managers are customary

COMPENSATION

Hourly wages (based on 40 hours per week)
$18.00 per hour (can be negotiable depending on experience)

Merit increases, dependent on individual and company performance, considered on an annual basis

Benefits:

• Discounts on CRW and Partner trips
• Outdoor environment
• Fun and Outgoing work atmosphere

SEASONALITY

This position is seasonal; approximately June 15 – September 15

PROBATIONARY PERIOD
The first 30 days of employment are considered probationary.