Lindblad Expeditions New York, NY, USA
Jan 09, 2019Full time
The role of Expedition Specialist is a critical one. Whether it is helping a prospective guest learn about expedition travel and the amazing experiences available, welcoming back loyal past guests to assist them in planning their next adventure, or helping a booked guest prepare for the trip of a lifetime, our Expedition Specialists are the primary connection that our guests and travel partners have with Lindblad pre- and post-trip. Expedition Specialists must fulfill our brand promise to do “Whatever It Takes” in their guest and travel partner interactions just as much as our Field Staff and Crew do on the ship. On a functional level, the main objective of the Expedition Specialist is to provide exceptional service and effectively close sales for guests to experience the “Exhilaration of Discovery” through a Lindblad voyage. This position requires a self-motivated individual with excellent communication and customer service skills, along with an ability to multi-task and a passion for travel. This person will be required to develop in-depth knowledge of our reservation system as well as our products, policies, and procedures. To assist in this, Lindblad sends Expedition Specialists out on Voyage of Discovery trips, during which they travel as guests on our various Expeditions around the world. This ensures team members have first-hand knowledge of the product and can speak intimately about the experience. The ideal candidate must be team-oriented, as the position requires interaction with various partners, including the Inventory Control Manager, Operations, and Sales & Marketing. This position entails shift work, including weekend hours and certain holidays. ESSENTIAL DUTIES To perform this job successfully, the employee must be able to perform each essential duty satisfactorily. Additional duties may be added or assigned at any time. Respond to inquiries in timely and professional manner from various channels, including phone and email, and assist clients with reservations. Provide product knowledge and consultation as well as exceptional guest service to all clients. Assure utmost accuracy of all details and information required to complete reservation. Collaborate with teammates and internal partners, such as marketing and sales, to assist in converting bookings Meet or exceed company sales and performance goals. Assist with all other reservations-related assignments. GENERAL QUALIFICATIONS Education/Experience High school diploma or GED required. College degree preferred. Customer service experience required; minimum of 2 years experience in dealing with customer service in retail or service industry. Travel industry experience and geographical knowledge preferred. Communication Skills Strong command of the English language and the ability to read and comprehend documents such as correspondence, forms, brochures, and tickets. Ability to write professional correspondence. Ability to speak effectively with internal and external customers. Other Skills/Abilities Proficient computer skills in the Windows operating system, including both word-processing and spreadsheet applications. Experience with a reservation system preferred. Minimum typing speed: 50 wpm. Strong skills in time management, attention to detail, independent decision making, handling multiple tasks, setting priorities, and meeting deadlines. The ability to work independently as well as with others in a team environment. PHYSICAL REQUIREMENTS While performing the duties of this job, the employee is frequently required to sit, talk, and hear. The employee will also be required to write and type. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. DISCLAIMER STATEMENT This job description is intended only to describe the general nature and level of work being performed by an incumbent in this position. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills or abilities required of persons so classified or assigned. Interested? Visit our website and learn more about Lindblad Expeditions: www.expeditions.com.