• smarTour
  • Hyde Park, UT
  • Miscellaneous
  • Full-Time
  • 192 N 200 E

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Do you love international travel? smarTours specializes in group tours to 40+ must-see destinations around the world where it helps to have a travel expert making sure you dont miss a thing. Our customers love traveling with us, and they refer their friends and family too. In this role, you will manage the agents in the smarTours call center, fielding inbound calls and chats from, and outbound calls to, customers looking to book vacation packages to the worlds five-star sites! Job Description: Manage and oversee the daily operations of the call center team: 6-8 reservations agents today, with plans to grow the team in the coming year(s) Optimize and improve agent performance and the customer service experience by developing and implementing processes: call monitoring programs, satisfaction surveys, incentive compensation plans, script adherence, etc. Establish, manage and report on important KPIs: service levels, bounced call rates, average handle time, first-call resolution, calls handled and sales by agent, etc. Drive reps to improve performance, celebrating team and individual wins, and taking corrective measures as needed. Responsibilities: Hire, train, coach and motivate team to improve customer service and sales while ensuring agent knowledge of our tours (products) are up-to-date Developing agent schedules and track agent time, attendance, performance and QA Conduct daily call drop-ins and weekly one-on-one meetings to review and improve performance with constructive feedback Monitor call queues and agent availability, adjusting staffing schedules as needed to match anticipated call volumes Requirements: Ability to work in, thrive, and create a fast changing, positive work environment 4+ years of experience working in, and 2+ years of supervisory experience managing, an inbound + outbound call center with <40 agents Strong customer service, interpersonal and sales skills required Experience working in call center in the travel industry a plus Excellent attention to detail, problem-solving, and multi-tasking abilities along with strong writing, listening, communication, organizational, and time management skills. Proficiency with standard office applications (Word, Excel) and an ability to learn business applications quickly like Peak15 (reservations system), Nextiva (cloud based VOIP call center technology), Hubspot (marketing automation) College degree Benefits: Central New York City office location, convenient to many commuting options Competitive salary, benefits, 401k and bonus plan Paid vacation and sick days Room for growth and advancement at a growing, exciting travel company Opportunity to travel on a smarTours trip smarTours is an equal opportunity employer. Please send a resume and cover letter to: ...@smartours.com. We look forward to speaking with you about joining the smarTours team! Marketing Content Coordinator Do you love international travel? smarTours specializes in group tours to 40+ must-see destinations around the world where it helps to have a travel expert making sure you dont miss a thing. Our customers love traveling with us, and they refer their friends and family too. In this role, you will help smarTours help our customers and prospects identify, explore and book vacations to the worlds five-star sites! We are looking for an amazing, data-driven marketer to drive our content strategy. Reporting to the CMO, you will play an important role attracting site traffic and social followers, driving new sales leads, creating engaging content for prospects, and fueling PR. You have experience creating a content calendar that fuels email, social and SEO. Youve managed freelance writers to create high-traffic blog content. And you have experience doing this within the travel/tourism vertical. In short, you have a knack for knowing how to write, develop and scale marketing content that connects with customers and differentiates our offering in the market. Responsibilities: Grow smarTours traffic, engagement and customer base with high-converting content Develop the strategy and processes to scale content for blogging, SEO, email, social media and PR Recruit and manage freelance writers, contributors and work with existing 3rd party agencies (e.g. SEO) Serve as an evangelist for our message, brand, and content through thought leadership, blogging, and social media Adopt and develop the content style, tone, and voice that engages best with our customer base Assist the larger marketing team as we rebrand and relaunch our website later this year Requirements: BA/BS in Marketing, Communications, Business or related fields 3-5 years of professional experience in digital marketing, content marketing or web publishing/SEO International travel/tourism industry experience required Excellent written and verbal communication skills; experience creating content for the web (blogging, guides, quizzes, whitepapers, surveys/research) Basic understanding of SEO and how to develop content that ranks Experience with Google Analytics and marketing automation platforms a plus (we use Hubspot!) Strong project management skills with the ability to multi-task and stay organized Collaborative team player with a positive attitude and ability to juggle competing priorities Eligible to work in US Benefits Central New York City office location, convenient to many commuting options Competitive salary, benefits, 401k and bonus plan Opportunity to travel on a smarTours trip Mac or PC? Laptop or desktop. You choose! Paid vacation and sick days Room for growth and advancement at a growing, exciting travel company About the company smarTours is a leading provider of direct-to-consumer, affordable travel experiences to exotic global destinations. The Company offers travelers curated, pre-packaged itineraries to over 40 destinations across the globe. smarTours focuses on connecting travelers with experiences that center around the history, people, attractions and local culture of exotic destinations. By offering group tours directly to consumers, the Company provides premium-quality experiences at value prices, and as a result, has cultivated a highly passionate and loyal community of repeat travelers. Based in New York City, more than 200,000 travelers have taken a smarTours trip since the founding of the Company in 1996. At the end of 2017, smarTours was recapitalized by Summit Park to accelerate the companys next phase of growth. smarTours is an equal opportunity employer. Please send your resume, cover letter and writing samples to: ...@smartours.com. We look forward to speaking with you about joining the smarTours team! Product Director (Land & Air Tour Packages) smarTours is looking to hire a Product Director to oversee the development and maintenance of our portfolio of tour programs across the world (Africa, Asia, Europe, South America, Central America, Antarctica, Australia/New Zealand and Cuba). All programs include airfare, 4-star (or higher) quality hotels, comprehensive sightseeing, experienced tour directors, and more. The main responsibilities of the Product Director will be to set the overall strategic direction of the smarTours product portfolio and to oversee/manage the team of Product Managers in creating new products, renewing contracts for existing products, and optimizing programs as necessary to ensure the highest quality for our clients. The Product Director will also be responsible for coordinating with our marketing & sales teams to position our programs optimally and maximize passenger volume. Responsibilities: Establish the overall strategic direction of the smarTours product portfolio Lead/manage the Product Managers with responsibility for holding them accountable and all personnel decisions. Manage relationships with our suppliers (DMCs & airlines) along with our Product Managers Oversee the negotiations of air and land arrangements for tour programs with sufficient lead time before the start of the series season. Work with Product Managers to develop new products that will enhance the smarTours product offering and provide once-in-a-lifetime trips at excellent value. Coordinate with suppliers to adjust and refine programs as necessary in order to ensure the highest quality for our clients. Work with Product Managers to keep a close eye on inventory and pricing to make sure that smarTours is appropriately able to meet the demand coming from the market. Work closely with our marketing and sales teams to position our programs optimally and maximize sales. Ensure that the Product Managers perform routine competitive analysis to ensure that all tour programs are consistent with the smarTours goal of providing the best value in international travel. Collaborate with Product Managers to make sure that smarTours brand standards are applied to all smarTours products Periodic travel / site inspections will also likely be required. Qualifications Minimum of 10 years of prior work experience, with at least two references from previous jobs Prior travel tour operator product management experience required. Experience with both DMCs and airlines strongly preferred Excellent organizational skills and ability to multi-task Highly motivated with a passion for travel Strong leadership/management skills Proficiency in Microsoft Office products and strong internet research skills Punctual, hardworking, and reliable Ability to travel periodically as required Benefits Central New York City office location, convenient to many commuting options Competitive salary, benefits, 401k and bonus plan Opportunity to travel on a smarTours trip Mac or PC? Laptop or desktop. You choose! Paid vacation and sick days Room for growth and advancement at a growing, exciting travel company About smarTours: smarTours is a leading provider of direct-to-consumer, affordable travel experiences to exotic global destinations. The Company offers travelers curated, pre-packaged itineraries to over 40 destinations across the globe. smarTours focuses on connecting travelers with experiences that center around the history, people, attractions and local culture of exotic destinations. By offering group tours directly to consumers, the Company provides premium-quality experiences at value prices, and as a result, has cultivated a highly passionate and loyal community of repeat travelers. Based in New York City, more than 200,000 travelers have taken a smarTours trip since the founding of the Company in 1996. At the end of 2017, smarTours was recapitalized by Summit Park to accelerate the companys next phase of growth. smarTours is an equal opportunity employer. Please send your resume and cover letter to: ...@smartours.com. We look forward to speaking with you about joining the smarTours team! Private Groups Operations Coordinator Responsibilities and Duties Planning Blocking space with airlines and ground operators Following up with vendors to accelerate confirmations / Tracking all space and keeping records of confirmations Managing all deadlines leading up to the departure Sourcing quotes for customized itineraries and customizing tours per client/group leader requests and expectations Researching & Reviewing Hotels for quality as needed Assisting Sales Representatives with the preparation and review of client proposals to ensure accuracy if needed Booking/Tracking Ensuring the invoicing process meets group leader and customer expectations Ensuring payments and traveler information are received in a timely manner Providing sales updates to vendors (if applicable) Reducing Space with Vendors as needed / Tracking Deadlines Building tours as needed in the reservation system Finalizing Creating visa invitation letters (if applicable) Preparing and submitting accurate room lists and air lists to vendors assembling traveler preferences/special requests/etc organized note keeping is essential Assistance preparing final travel documents for clients Coordinating payments to vendors work alongside Accounting to ensure all payments are processed in a timely manner checking invoice rates against original quotations Responsible for managing QuickBooks related to the departure Handle cancellations/refunds pertaining to cancellations Review the departure with Sales representative to review all special procedures for group to ensure all bases are covered and vendors are aware of any special arrangements/extra services/special needs/etc. Support Assisting with travel related emergencies during regular office hours and, at times, after hours/weekends, including participating in the emergency phone call rotation schedule after hours and on weekends. Assisting with preparation of marketing materials Assisting with additional tasks that may come up during the life cycle of a group Required Skills Fine attention to detail (double & triple checker) Multitasking expert knows how to prioritize Professional Communicator in both written and verbal form Efficient and timely (time management is crucial!) Organized and methodical Collaborative & team player Effective communicator with regular correspondence with travelers and group leaders (answering questions related to upcoming tours, solving issues, etc.) High standard for always providing accurate information and timely responses Ability to foster an approachable rapport with clients and group leaders to create an enjoyable client experience Ability to thrive in a fast-paced, complex environment Qualifications Prior experience in travel operations required Prior experience working with airlines strongly preferred Proficiency in email, Microsoft Office Suite, and the ability to learn new applications as needed Web savvy and able to research airfare online Comfortable in a customer-facing role so that interaction from travelers / group leaders perspective feels fluid and coordinated with Sales Representative / works in tandem with Sales representative and regularly communicates any issues or concerns with Sales representative Benefits Health Insurance Commuter Benefits Travel Benefits Competitive salary 401(k) Job Type: Full-time smarTours is an equal opportunity employer. Please send a resume and cover letter to: ...@smartours.com. We look forward to speaking with you about joining the smarTours team! Reservations Agent Full Time We are looking for an experienced agent with 2+ years in the travel industry to join the reservations team at smarTours. Our ideal candidate is a good team player with a positive attitude, strong work ethic, experience in the travel industry, excellent time management and organizational skills, and a commitment to delivering outstanding customer service. Knowledge of Microsoft Office, conducting research on the web, and general computer competence are essential. Main responsibilities include: Providing excellent customer service Communicating by phone and email with clients Taking phone reservations accurately and with patience Working with customers on existing reservations Researching details about destinations to provide accurate answers to traveler questions Willingness to quickly learn and master our booking software Pitching in as needed to help with paperwork and administrative tasks We offer a competitive salary, benefits, and 401k for a candidate who can work full time. smarTours is an equal opportunity employer

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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