Customer Service Representative

Position Type: Seasonal - Summer 2019

About Stampede Excursions:

Stampede Excursions offers a new take on excursions. Shaking up the local industry by creating a team-focused, service-centric experience for both our teammates and guests. Having begun operations in 2011, Stampede Excursions provides adventure tours near Denali National Park, Alaska.

Denali is situated between Anchorage and Fairbanks on the George Parks Highway and the Alaska Railroad. About 600,000 visitors come to Denali each year, primarily between May and September. The area is a mountainous and rugged wilderness, with the highest point on the continent a mere 80 miles away.

Stampede Excursions is an all hands on deck employer. This means each member of our team is hired as a Tour Support Teammate and may serve in different roles such as a Guest Service Represtative, Shuttle Driver, or Tour Guide depending on current operational demands.

Main Purpose of Role:

Guest Service Representatives are the main point of contact for our guests and are responsible for providing exceptional service. Over the phone, in our office, or through email they love assisting and talking to guests from every part of the globe. Representatives maintain the tour and shuttle schedules, handle reservations and rebooking, and provide guests with recommendations of activities in the area. In addition, they process required forms, check guests in, and aid with retail sales. The Guest Service role also includes preparing Jeeps for the next rental. This includes, but is not limited to, washing and refuling the vehicles throughout the shift. These teammates have the vital role of networking with our partners, cruise ship personnel, travel agencies, and being a Stampede Excursions brand ambassador.

Main Areas of Responsibility:

• Provide exceptional customer service and process guest requests and reservations in person, on the phone, or via e-mail.
• Apply knowledge of Company products, services, and policies, to evaluate customer’s needs, provide information, resolve concerns, and book tours.
• Process retail and tour transactions including the management of cash, credit cards, and POS system.
• Maintain records of reservations and transactions within appropriate logs and online systems.
• Answer calls from guests, employees, and management to generate bookings and respond to queries.
• Coordinate guest amenity requests, reservations, and special requests.
• Ensure guests are prepared for their tour by verifying all guests meet participant requirements and have completed all required documents.
• Solve problems that arise with logistics, tour coordination, large group booking, rescheduling, and guest concerns.
• Dispatch tours and monitor radio communications to assist with tour needs.
• Assist with facility upkeep and maintenance, including cleaning and organizing.
• Perform clerical duties as required.
• Plan, coordinate, and carry out special events.
• Mainitain and prepare Jeeps for rental.
• Addtional duties as assigned which may include, but are not limited to, shuttle driving and tour guiding.

Qualifications:

Minimum qualifications:

• High School Diploma or equivalent.
• Valid driver's license and safe driving history.
• 18+ years of age. 
• Strong verbal and written communication skills. 
• One year of experience in positions involving customer service or sales.
• Proficiency in the use of computer business applications, with working knowledge of computerized reservations systems.
• Ability to evaluate customers’ needs, respond to questions, and collect and enter data in a computer, while working in a team or group environment.
• Self-starter, motivated, and have a desire to contribute and make a difference. 
• Ability to work well under stress and pressure.
• Ability to pass pre-employment and/or random drug testing.
• Ability to lift up to 50 lbs and stand for extended periods of time.
• Ability to conform to and follow appearance and uniform guidelines including limitations on hair color, piercings, and tattoos.

Preferred qualifications:

• Customer service, sales, and/or reservations background in the tourism or hospitality industries. 
• Documented First Aid training, preferably Wilderness First Responder, EMT, or equivalent certification. 
• Current CPR certification. 
• Experience and interest in outdoors/wilderness/backcountry settings.
• Ability to operate oversized, off-road vehicles with manual and automatic transmissions.
• Knowledge of Jeep-type off-road driving skills and techniques.
• Experience in the aviation industry

Compensation:

This is an hourly position that pays 10.00-10.25 per hour depending on experience plus a commission on tour sales. 

How to Apply:

Our online application will give you the option to apply for this role.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us.

We will review applications as they are received and look forward to hearing from you.