Pre-Journey Experience Specialist

The Specialist, Pre-Journey Experience is an ambassador of the Tauck brand, serving as a direct point of contact for resolving a wide range of guest and travel partner pre-journey inquiries across multiple levels of complexity with efficiency, empathy, and professionalism. The overarching goal is to ensure that every interaction not only strengthens guest satisfaction but also reinforces loyalty and exemplifies Tauck’s unwavering commitment to exceptional service. As a front-line problem-solver and team player, the Specialist partners and works cross-functionally with internal teams and external partners to deliver seamless pre-journey support.
 

KEY RESPONSIBILITIES:

• Oversee and manage all aspects of pre-trip readiness for guests by ensuring timely collection, validation, and processing of critical information to support seamless travel experiences.
• Proactively research, address, and resolve guest and travel advisor inquiries, identifying service gaps and driving continuous improvement in the pre-journey experience.
• Manage daily volume of incoming phone calls to dedicated line, emails into dedicated inbox(s) and Odyssey (Salesforce) cases.
• Gather and verify critical information with a dependable level of accuracy, leveraging strong attention to detail to ensure data integrity and reliability.
• Handle pre-tour issues with sound judgment, providing effective resolutions aligned with company policies and guest satisfaction standards.
• Effectively communicate with guests and travel advisors pre-tour to assist with travel needs related to transfer inquiries, travel requirements and Visa applications, required information, etc.
• Proactively help to identify areas of opportunity to improve process efficiencies and enhance the overall patron experience, including innovating across communication channels and system enhancements.
• Be a team player; provide support and work in collaboration with additional Pre-Journey team members.
   

KNOWLEDGE/SKILL REQUIREMENTS:

• Bachelor’s degree and two + years related experience in a customer service environment
• Effective problem-solving techniques
• Thorough knowledge of computer skills in Outlook, Excel, PowerPoint, Word & Salesforce
• Proven abilities to function effectively in a teamwork environment with internal as well as external contacts
• Demonstrate ability to handle and prioritize multiple responsibilities in fast paced environment
• Strong attention to detail, decision making skills and organizational skills
• Strong oral and written business communications skills to effectively communicate the Tauck brand
• Enthusiastic about travel and Customer-oriented, committed to maintaining high standards of performance on the job