Traveler Experience Coordinator

Are you a passionate customer service expert with a love for travel and a desire to create unforgettable experiences?
smarTours is seeking an enthusiastic Traveler Experience Coordinator to join our team and play a key role in ensuring our travelers embark on seamless and extraordinary journeys. In this exciting role, you'll have the opportunity to shape the customer experience from the moment of booking through post-trip follow-up, working closely with our operations team and travel partners to deliver on our commitment to unreasonable hospitality.
Why smarTours:

• Mission-Driven: Be part of a company that transforms lives through the power of travel. Our goal is to bring people closer through meaningful, enriching travel experiences.
• Collaborative Culture: Join a team that values innovation, traveler focus, and a passion for exploration. We foster a supportive environment where each team member plays a role in delivering exceptional service.
• Travel Perks: Enjoy unique travel opportunities, from discounted vacations to free inspection trips, and see the world as part of your role.
• Competitive Compensation & Benefits: Competitive salary, comprehensive health insurance, generous PTO, and exciting travel benefits.

Our Team:
Founded in 1996, smarTours provides direct-to-consumer travel experiences with over 50 carefully curated tours to global destinations. Our mission is to deliver seamless travel experiences through innovative technology, create meaningful connections with every journey, act with agility to adapt and improve, and provide remarkable service that exceeds expectations-always putting our travelers at the heart of everything we do. We have a loyal community of repeat travelers who trust us to make world travel accessible, enriching, and unforgettable.
Responsibilities:
Customer Experience Leadership:

• Act as the primary point of contact for travelers, ensuring every interaction reflects our commitment to personalized service.
• Guide travelers through their travel preparation process, assisting with flight bookings, transfers, and special requests to create a seamless travel experience.
• Collaborate with the Operations Team to ensure smooth travel arrangements, coordinating with partners to deliver exceptional service.

Traveler Services & Hospitality:

• Handle inquiries and service requests via phone, email, and live chat, providing timely and accurate information about tours, accommodations, and travel logistics.
• Proactively identify opportunities to delight travelers by offering personalized travel suggestions, resolving any issues promptly, and creating surprise moments that enhance their journey.

Problem Solving & Critical Thinking:

• Tackle challenges with a solutions-focused mindset, handling last-minute changes or requests with ease and ensuring traveler satisfaction throughout the travel process.
• Provide feedback to the operations team for continuous improvements to traveler experience and service offerings.

Innovation & Growth:

• Implement and support aspects of the Unreasonable Hospitality philosophy, continuously finding ways to turn ordinary moments into extraordinary ones for our travelers.
• Grow within our company by building meaningful relationships with our travelers and enhancing the overall traveler experience through creative problem solving.

Skills & Experience:

• Previous experience in the travel or hospitality industry or significant personal travel experience is highly preferred.
• Outstanding communication skills-both written and verbal-with a talent for delivering high-touch service.
• A passion for travel and helping others experience the world in ways that inspire and enrich their lives.
• Strong problem-solving abilities, with the capacity to think on your feet and manage complex travelers needs.

Key Result Areas:

• Traveler Satisfaction: Provide an unforgettable traveler experience that reflects our mission of unreasonable hospitality and grows our reputation for outstanding service.
• Seamless Travel Coordination: Ensure flawless coordination of travel arrangements, from booking to departure, with high levels of accuracy and personalization.
• Customer Retention & Growth: Build strong relationships with our travelers, encouraging repeat business and positive referrals through exceptional service.

Job Benefits:

• A competitive salary based on experience
• Health insurance (cost subsidized by the company)
• 20 Days PTO, 5 sick days, and 11 holidays off annually
• Travel benefits include at-cost vacations and free inspection trips + travel opportunities for team building