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Guest Experience Representative

Toronto, ON | (1 Position)

Job Description

Brief Job Summary

The Guest Experience Representative plays a key role in providing coordination and support to the CABINSCAPE management and administration team. Reporting to the Customer Experience & Event Curator, and working closely with the rest of the CABINSCAPE management team, the Guest Experience Representative will engage directly with prospective and existing clients to ensure that CABINSCAPE continues to offer a first class customer experience throughout the entire guest journey. This is an excellent opportunity for an individual with great people skills who is interested in building a career in the local tourism industry. 

To be successful in this position, the candidate must have strong communication skills and experience in sales, marketing and/or the customer service industry. Ideally, the Guest Experience Representative will be a self starter who is comfortable asking questions and is willing to work from home. Working directly with the management team (a small team of five permanent staff), the successful incumbent should be prepared to dive into a fast paced environment with multiple priorities at a company that is rapidly growing and evolving. Experience with HTML, web-design and/or digital communication software (such as MailChimp) will be a huge asset for the individual in this position. The management team anticipates transitioning this role into a full-time permanent position at the end of the summer 2021 season.

Duties + Responsibilities

Customer Service Support – 60%

  • Act as CABINSCAPE’s first point of contact for client inquiries using CABINSCAPE’s customer service software, ZenDesk
  • Utilize and update response templates in ZenDesk (i.e. Macros) 
  • Prepare digital invoices for clients using Stripe, and follow up with clients regarding outstanding payments
  • Facilitate cancellations and refunds through Stripe in accordance with CABINSCAPE’s cancellation policy
  • Create reservations for gift certificate holders as requested, and ensure gift certificate information is tracked appropriately
  • Connect with local partners to discuss seasonal guest experiences and policy updates 
  • Help to maintain CABINSCAPE’s guests records in Experience CRM
  • Direct advanced customer service inquiries to the Customer Experience & Event Curator as needed

Digital Content Development – 15%

  • Work with the CABINSCAPE team to design and prepare content for CABINSCAPE’s monthly newsletter on MailChimp
  • Support seasonal website updates to ensure that the available media is representative of the current availabilities
  • Create articles and work with the Customer Experience and Event Curator to develop a production schedule for CABINSCAPE’s new online blog promoting local tourism, outdoor experiences, tiny cabin perks, eco-friendly living and the value of environmentally conscious vacationing

Industry Research – 15%

  • Conduct basic research on local and regional competitors for a more wholesome understanding of the tiny cabin rental market
  • With direction from the Customer Experience and Event Curator, research local companies and evaluate their inclination for partnership (either for reservation add-ons or online shop collaborations)
  • Collaborate with the management team to develop ideas for unique packages and experiences exclusively available to CABINSCAPE guests 

Other – 10%

  • Update cabin manuals with current and relevant information
  • Serve as an in-person CABINSCAPE liaison with prospective clients, guests, suppliers & partners, when required
  • Help fulfill online Shop orders

Competencies & Skills

  • Excellent organization and administrative skills
  • Strong and professional verbal and written communication skills
  • Ability to work productively both independently and as part of a team
  • Sound judgement and problem-solving skills
  • Ability to produce high quality work, under specific timelines, with accuracy
  • Basic knowledge of WordPress (an asset)
  • Experience using ZenDesk or similar customer service software (an asset)
  • Working experience with MailChimp or similar software (an asset)
  • Bilingual communication skills (an asset)

Qualifications

  • Relevant university degree/college diploma or an equivalent combination of education and experience
  • Minimum of 2 years of relevant customer service/marketing/sales/administrative experience
  • Experience in the tourism/travel sector is an asset
  • Outdoor conservation or recreation experience is an asset

Eligibility

This position is dependant on funding from Canada Summer Jobs. As a result, the successful candidate must be eligible for Canada Summer Jobs funding as per the requirements below:

  • be between 15 and 30 years of age at the start of the employment
  • be a Canadian citizen, permanent resident, or person to whom refugee protection has been conferred under the Immigration and Refugee Protection Act for the duration of the employment
  • have a valid Social Insurance Number at the start of employment and be legally entitled to work in Canada in accordance with relevant provincial or territorial legislation and regulations

Schedule

  • Full time (35 hours/week) contract position (future possibility of salary)
  • Occasional weekend/evening hours

Compensation + Perks

  • Free cabin accommodations! We want you to know our cabins inside and out. This means staying over at our cabins and getting the full CABINSCAPE experience
  • Work from home (even after the pandemic!)
  • Opportunities for growth within the organization – we are committed to our employees, and want you to grow with us!

Expected start date: Mid-April 2021

Job Types: Full-time, Contract

Salary: $15.50 per hour


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