Customer Experience Specialist

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  "active_status": "active"
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    "country": "Canada",
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  "remote_policy": "hybrid",
  "salary_period": "year",
  "workplace_type": "hybrid",
  "salary_currency": "USD"
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    "isRemote": null,
    "location": {
      "city": "VANCOUVER",
      "state": "British Columbia"
    },
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    "departmentId": "18571",
    "locationType": "2",
    "jobOpeningName": "Customer Experience Specialist ",
    "departmentLabel": "Legendary Hospitality",
    "employmentStatusLabel": "Full-Time"
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  "detail_job_opening": {
    "location": {
      "city": "VANCOUVER",
      "state": "British Columbia",
      "postalCode": "V6A 4C7",
      "addressCountry": "Canada"
    },
    "datePosted": "2026-06-09",
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    "description": "<ul></ul>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">At Fresh Tracks Canada, we craft tailor-made Canadian vacations for people from all over the world. Since 1996, our team of Canadian Insiders have helped our customers plan their vacations and enjoy life-changing travel experiences.    </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">We believe in keeping our customers front and center in everything we do; in fact, focus on serving our customers is one of our core values. Everyone acts and operates as an owner, treating this business as their own. We raise the bar constantly, embracing that nothing is perfect but continuous improvement is key. Our team is made up of passionate, positive experts who drive healthy collaboration by winning or losing as one, and we bring out the best in each other.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">ABOUT THE ROLE</span><br></span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">We are looking for an experienced, self-sufficient Customer Experience Specialist to provide our guests with legendary Hospitality before, during and post travels. You will also be responsible for coordinating and creating custom itineraries, upholding the policies and contractual agreements of our itineraries, while also being the main touch-point between Fresh Tracks and our guests.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Salary Range: $55,000 annually, based on experience and qualifications. </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">RESPONSIBILITIES</span></span></p>\n<p><br></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Building relationships with our booked guests (some guests book up to 2 years in advance, typically 9 months on average) </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Problem-solving skills when difficult and unpredictable situations arise </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Book all trip components, working with tourism suppliers across Canada, and ensure preferences of each traveller are communicated to our travel partners</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Answering incoming emails and calls from guests about their trip both pre, during and post travel</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Engaging in sometimes challenging phone/email conversations with guests</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Suggesting and arranging add-ons, upgrades, or modifications to their current itineraries </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Providing concierge services for our guests (ie: restaurant recommendations &amp; reservations)</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Upholding the contractually required Terms &amp; Conditions of our services</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Populating all accurate joining instructions for each supplier to support the generation of guest’s pre-departure itinerary</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Reviewing guests pre-departure itineraries - making sure all arrangements are accurate for a seamless experience while on the road </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Work closely with the Vacation Coordinator team on the transition of trip files from Sales Agents to Customer Experience</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">In the event of an EOC (an emergency that impacts our guests on the road such as wildfires), work closely with the LH team to support our on the road guests as required </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Overtime may be required from time to time during peak periods and EOC events  </span><br></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Availability for an 8-hour shift taking place Monday to Sunday between 5:30am and 6pm PST, including rotation of statutory holidays. </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Other administration duties as required.</span></li>\n</ul>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"> </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">REQUIREMENTS</span></span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Strong, professional communication skills, both verbal and written.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">High attention to detail. </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Superior time management skills and the ability to prioritize tasks. </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Excellent telephone &amp; written communication skills with an emphasis in customer service care with our travel partners.  </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Ability to troubleshoot.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Open to receiving and incorporating constructive feedback and coaching in an environment of continuous improvement. </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Passion for collaborating and understanding different perspectives. Ability to listen and learn from the experiences of others. </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Being an ambassador to innovation and change. </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Preference will be given to those with experience in the travel/tourism industry, ideally relating to travel in Canada.</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">REWARDS</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">You may be eligible to receive the following benefits, based on your contract type:</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">3 weeks vacation (4 weeks after your first year)</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Extended health benefits package</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Applauz Recognition </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Comprehensive employee assistance program</span><br></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Great working hours  </span><br></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Friendly and fun team environment with company celebrations and social events</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Access to Canadian travel industry discounts!</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">DE&amp;I initiatives and events</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Community (volunteer) Hours </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Social Clubs including Book Club &amp; Fitness Club</span><br></li>\n</ul>\n<p><br></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">DIVERSITY, EQUITY, AND INCLUSION</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">We are an equal opportunity workplace. We strongly encourage applications from under-represented communities, diverse backgrounds, identities, and experiences.  We don’t judge based on race, religion, ethnic background, sexual orientation, age, marital status, disability, gender identity or anything else that you might bring to the table. We don’t care about where you went to college, your degree, your age, or what names you might have on your resume. Instead, we’re looking for motivated, compassionate people who can execute from the ground up. We also know that everyone has a unique career journey and experience comes in many forms. </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Officially Great Place to Work® CertifiedTM 2022/2023</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Officially Great Place to Work® CertifiedTM 2023/2024</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Officially Great Place to Work® CertifiedTM 2024/2025</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">Officially Great Place to Work® CertifiedTM 2025/2026</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">#INDHP</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">#LI-Hybrid</span></p>",
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    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://freshtrackscanada.bamboohr.com/careers/266",
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}