Customer Service & Operations Coordinator - Scottsdale
Posted Date: Dec-24-2019
Job ID: 16659
Job Function: Outdoor Education
Store: Scottsdale Adventure Center
What's cool about this job
This job contributes to REI’s success by supporting the day to day strategic coordination and execution of operational details within Local Experiences and the AZ Adventure Center rentals. The Customer Service & Operations Coordinator supports a high volume of email, phone, and in person inquiries while seamlessly coordinating the lifecycle of trip departures and rentals. The Coordinator position works closely with the bike shop and guides, to maintain the well-established exceptional quality of all tour and rental guest departures. Models and acts in accordance with REI’s guiding values and mission.
⏵ Respond in a timely and appropriate manner to email and phone guest inquiries- Free independent travelers, local learn guests, corporate clients, and rental guests.
⏵ Manage or influence internal tracking systems revolving around reservations, guest count, deadlines, policies, sales trends, and overall success of tours and rentals
⏵ Greet and process reserved bike rental and tour guests
⏵ Coordinate changes, additions, or problems with rental bike guests with bike shop staff
⏵ Maintain meticulous detail for billing and accounting for all rental and retail payments or credits
⏵ Maintain a thorough understanding of rental and day tour products and services
⏵ Assign tour guides and vehicles for upcoming tours and create paperwork for guide operations
⏵ Act as an operational expert, communicating program and rental information to all applicable stakeholders as needed.
⏵ Understand, fully utilize, and continuously improve processes and systems as they relate to Local Experiences and learned programs.
⏵ Participate in creative and innovative solutions to accommodate the every-day complexities on demand experiences and rentals.
Bring your passion and expertise
Do you aspire to contribute to helping people experience the great outdoors? Do you thrive in the outdoors and want a career path that supports the outdoor industry? Bring your passion to REI and help fulfill our mission to educate, inspire and outfit our customers for a lifetime of outdoor adventure and stewardship. REI Day Tour Customer Service & Operations Coordinators help people experience the outdoors by providing expert guidance in trip and rental bookings and overseeing the logistics to making their reservations possible. Here are some skills we look for in our Customer Service & Operations Coordinators:
⏵ 4-year degree or a combination of education and highly relevant work experience preferred
⏵ 1 year experience in customer service and/or support role
⏵ Clearly conveys and accurately receives information by a variety of methods and in various situations
⏵ Challenges the status quo, champions change and influences others to change.
⏵ Driver’s license and acceptable driving record (MVD verification)
⏵ Clear and coherent verbal and writing ability
⏵ Flexibility in scheduling: must be able to work weekends and holidays
⏵ Consolidates information from various sources including feedback from others to reach sound decisions.
⏵ Works smart by setting effective work goals, establishing priorities, and planning well in order to produce quality work.
⏵ Builds rapport with all kinds of people inside and outside the organization.
At REI we offer an enviable work environment that has been recognized on the "100 Best Companies to Work For" list since the award's inception – 22 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.
With more than 150 retail locations (and growing), REI offers unique competitive benefits to its more than 13,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.
REI is an Equal Opportunity Employer
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