Guest Communications Coordinator

Odysseys Unlimited, a Newton (Massachusetts) based tour operator and direct marketer, provides international small group tours to older Americans including members of some of the country's most prestigious non-profit organizations. We have employment opportunities for professionals who are willing to use their talents to contribute to the growth and success of our expanding operation.

Job Description

Title: Guest Communications Coordinator

Reporting To: Supervisor, Guest Communications

Job Summary

Working in a professional environment, this position requires a candidate who will be committed to delivering the highest level of customer service to our guests primarily through written correspondence. Responsible for assessing and evaluating customer communications while responding in a timely manner with accurate, clear, service-oriented messages. Responds to pre-departure and post-tour correspondence including: tour member evaluations, letters, emails or phone calls. Tracks, reviews and maintains all customer correspondence and guest data, always focusing on quality and the guest's experience. Provides coverage in the Overflow Queue, assisting with incoming reservation and customer service telephone calls as needed.

Responsibilities

• Deliver superior customer service through written and verbal communications in a professional, knowledgeable and timely manner
• Compose email correspondence that is professional and grammatically correct with content specific to the issue and our guests within specified service levels, standards and policies
• Create customized, professional responses to post-tour letters and evaluations that appropriately address specific issues
• Support our call center by handling incoming customer telephone calls for service and sales as needed, while maintaining the highest degree of professionalism and telephone etiquette on all calls taken
• Research and create written pre-departure guest communications for tour changes, visa updates, major world events, etc.
• Process individual travel services/special requests including customized services for guests on back-to-back tours
• Update and maintain reservation and customer information in accordance with company guidelines
• Track and organize communications, escalate trends, issues or unusual situations
• Review key guest and reservation data such as: Guest Information Forms, Passport Information, etc. for accuracy and overall quality assurance as required
• Assume other responsibilities as deemed necessary

Qualifications

• Bachelor's degree in communications or writing, or equivalent experience
• Strong writing skills with excellent spelling, grammar, and proof-reading skills
• Must possess excellent written and verbal communications skills
• Two years of customer service experience in travel-related communications: letter, e-mail, text messaging, chat, etc. (travel counselor experience preferred)
• Excellent organizational skills with attention to detail and accuracy
• Ability to work independently with minimal direction
• Excellent computer skills including MS Word, Excel, and Outlook

Odysseys Unlimited is proud to be an Equal Employment Opportunity employer committed to maintaining a diverse and inclusive workplace. Applicants will not be discriminated against because of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, physical or mental disability, or any other status protected by law. All employment decisions are based on individual qualifications and business need to further the principle of equal employment opportunity.