Trip Consultant

POSITION RESPONSIBILITIES

• Sales Generation - Turn leads from calls, forms, catalog requests, and marketing into bookings using a consistent sales process from first contact through close
• Manage your business - Use NetSuite and HubSpot CRMs to manage outbound and inbound opportunities with new and repeat guests. Create and maintain relationships with your guests to increase repeat rate.
• Be on the phone - This is a phone-heavy role; expect 5+ hours per day in live guest conversations plus proactive outbound outreach to warm leads and past guests.
• Booking Accuracy – Complete bookings and payments accurately and efficiently to deliver a seamless guest experience and always have an eye out for areas for improvement.
• Be the product expert - Develop deep knowledge of all trips across terrain, logistics, activities, and guest expectations to guide confident, accurate bookings and assist guests before they depart for their trips.
• Fit the guest to the trip - Assess experience, fitness, bike handling, and guest goals. Set honest expectations upfront so guests arrive prepared and satisfied.
• Use the tools - Work fluently in HubSpot, NetSuite, and other platforms. Embrace AI-assisted workflows as the team evolves.
• Guest first approach - Champion the guest experience across all departments through proactive cross-team collaboration
• Cross Departmental Collaboration – Work closely with the Guest Experience team to streamline the booking process and enhance the entire guest experience.

WHAT ELSE WE’D LIKE TO SEE FROM YOU

• You believe in the importance of hospitality and customer service, recognizing that customers are all around.
• You rock a positive attitude and always ask ‘How can I help?’
• You exude Fun and Flexibility while contributing to the overall success of your team.
• Excellent communication skills - verbal and written.
• Customer service experience and CRM experience preferred.
• Expert attention to detail, prioritize efficiency, and work with a sense of urgency.
• Takes initiative to continuously improve processes and is solution oriented.
• Is a quick learner and dedicated to continuously learning new skills and information.
• Driven by sales numbers and hitting sales goals.
• Team and company culture are important to you.
• Cycling and/or hiking background preferred.
• Interest in the active travel industry preferred.

TREK TRAVEL OFFERS

• A fast pace, casual, fun, and flexible company culture where initiative and pro-activity are highly valued.
• Competitive health care
• Dental and vision insurance
• Flexible Spending Accounts (FSA)
• Short Term/Long Term Disability
• Life Insurance
• 6 weeks paid parental leave
• 401(k) with company match
• Competitive Paid Time Off package
• Paid Holidays
• Reward program for sustainable commuting to the office.
• Employee trip discounts
• Outdoor industry discounts

COMPANY LOCATION AND HOURS

Based at our office located in Madison, Wisconsin with flexibility to work remotely.
Availability Monday – Friday with seasonal flexibility for evenings and weekends. Potential for expanded weekend coverage as the team evolves.

APPLYING

If you have what it takes to join our team and the desire to help shape Trek Travel’s future, we wish you the best of luck and look forward to your application!