Customer Experience Specialist
$55,000–$55,000 year
Hybrid · Vancouver, British Columbia, Canada
Job Summary
Customer Experience Specialist to deliver hospitality-driven support for Canadian vacation guests. Responsible for coordinating and creating custom itineraries, upholding contractual terms, and serving as the main touch-point between Fresh Tracks and guests before, during, and after travel. Tasks include booking trip components with Canadian tourism suppliers, handling guest inquiries via phone and email, suggesting add-ons or itinerary modifications, providing concierge services (restaurant recommendations/reservations), and ensuring accurate pre-departure instructions and itineraries. Will work with the Vacation Coordinator team on file transitions, support on-road guests during emergencies (EOC incidents), and may require overtime during peak periods. Availability for an 8-hour shift across Monday to Sunday between 5:30am and 6pm PST, with statutory holiday rotation. Preference for travel/tourism experience in Canada. Benefits vary by contract type and include vacation, health benefits, employee assistance, and travel industry discounts.
Required Qualifications
- Strong, professional communication skills, both verbal and written
- High attention to detail
- Superior time management and prioritization
- Excellent telephone and written communication with emphasis in customer service for travel partners
- Ability to troubleshoot
- Openness to feedback and continuous improvement
- Team collaboration and adaptability
- Interest/experience in travel/tourism (Canada) preferred
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